Collections Manager

Job Purpose

To manage and drive collection activities for assigned branches/territories, ensuring timely recovery of outstanding dues, reduction of delinquency, and achievement of collection and recovery targets while maintaining customer relationships and compliance with company policies.

Key Roles & Responsibilities

• Manage collection and recovery operations across the assigned territory/branches.
• Lead, supervise, and motivate Collection Officers / Field Collection Executives.
• Achieve monthly collection, recovery, and delinquency-control targets.
• Monitor DPD buckets, overdue accounts, NPA accounts, and high-risk cases.
• Prepare daily and monthly collection plans based on portfolio and outstanding dues.
• Ensure effective follow-up with customers through calls, field visits, and other approved collection channels.
• Identify difficult and high-risk accounts and develop appropriate recovery strategies.
• Conduct regular field visits with the collection team to monitor productivity and collection effectiveness.
• Track Promise to Pay (PTP) commitments and ensure timely follow-up and conversion.
• Monitor team-wise and branch-wise collection performance against targets.
• Coordinate with Branch, Credit, Legal, Operations, and other internal teams for resolution of overdue accounts.
• Ensure collection activities are carried out strictly in accordance with company policies, regulatory requirements, and the approved code of conduct.
• Handle customer escalations and support resolution of collection-related issues.
• Maintain accurate collection MIS and submit daily/weekly/monthly performance reports to senior management.
• Analyze collection trends and identify areas requiring corrective action.
• Train and coach collection staff on customer handling, negotiation, field processes, and recovery techniques.
• Support recruitment and onboarding of collection executives as required.
• Monitor employee productivity, attendance, field activity, and performance.
• Take corrective actions to improve collection efficiency and reduce overdue/NPA levels.

Key Performance Indicators (KPIs)

• Collection Efficiency %
• Monthly Collection Achievement
• Overdue Reduction
• DPD / Bucket-wise Performance
• NPA / SMA Reduction
• PTP Conversion
• Field Productivity
• Team Productivity
• Recovery Achievement
• Customer Complaint / Escalation Management