Collections Manager

Role & responsibilities

Collections Strategy and Execution:

Develop and implement strategies for efficient and effective collections of outstanding loans in the two-wheeler financing portfolio.

Ensure collections targets are met while adhering to company policies and regulatory guidelines.

Monitor and manage the collections process to minimize non-performing assets (NPAs) and delinquent accounts.

Analyze delinquency trends and adjust strategies to improve collections performance.

Team Management:

Lead, manage, and motivate a team of collections agents to achieve performance targets.

Conduct regular performance reviews and provide training and development to the team to enhance their effectiveness.

Ensure compliance with ethical standards and legal regulations during the collection process.

Customer Relationship Management:

Maintain a customer-first approach to collections, ensuring that communication is respectful and professional.

Manage difficult or escalated customer interactions and resolve disputes effectively.

Collaborate with the customer service and sales teams to understand customer behavior and improve recovery efforts.

Reporting and Analysis:

Prepare and present regular reports on collection performance, recovery status, and key metrics to senior management.

Conduct root-cause analysis on high-risk accounts and implement corrective actions.

Maintain accurate records of all collection activities and customer interactions in the system.

Process Improvement:

Continuously evaluate and improve collections processes and systems for better efficiency and results.

Stay updated with industry best practices, legal changes, and regulatory requirements affecting the collections process.

Compliance & Legal Oversight:

Ensure all collections activities are compliant with industry regulations, legal standards, and company policies.

Coordinate with legal and compliance teams as needed to address legal matters related to collections.

Required Skills and Qualifications:

Bachelor's degree in Business Administration, Finance, or related field. Masters degree is a plus.

5+ years of experience in collections management, preferably in the two-wheeler financing or automotive NBFC sector.

Strong knowledge of collections strategies, processes, and legal/regulatory requirements for the NBFC industry.

Proven ability to lead and manage teams effectively, with a focus on achieving results and maintaining team morale.

Excellent communication, negotiation, and interpersonal skills.

Analytical mindset with the ability to identify trends, root causes, and solutions.

Proficiency in Microsoft Office (Excel, Word, PowerPoint) and collections software/systems.

Ability to manage difficult customer situations and resolve conflicts professionally.

Preferred candidate profile

Experience working in a two-wheeler financing company or automotive lending company.

Knowledge of the local market and customer behavior in two-wheeler financing.

Familiarity with collection tools and automation systems.