Role Purpose

The National Collection Manager will be responsible for leading and driving the field collections strategy for Bucket X and Bucket 1 portfolios across the country. The role requires managing a large field collection workforce, optimizing collection efficiency, reducing delinquency, improving roll-back performance, and ensuring regulatory compliance while managing an outstanding portfolio (POS) of approximately - 1,000 Crore.

The incumbent will lead a team of around 120 collection professionals and oversee a network of collection agencies/vendors to deliver business objectives and portfolio health targets.

Key Responsibilities

- Portfolio Management: Manage and drive collections for Bucket X and Bucket 1 delinquent accounts across all regions.

- Own collection performance for a portfolio with an outstanding POS of approximately - 1,000 Crores.

- Monitor delinquency trends, roll rates, collection efficiency, and recovery metrics.

- Develop and execute collection strategies to minimize forward flows and improve customer curing rates.

- Ensure achievement of monthly, quarterly, and annual collection targets.

- Team Leadership & People Management: Lead, mentor, and manage a team of approximately 120 field collection professionals through regional and zonal managers.

- Establish a high-performance culture with clear KRAs and accountability.

- Drive productivity, engagement, and capability-building initiatives across teams.

- Recruit, train, and develop collection talent to strengthen the organizational pipeline.

- Conduct regular performance reviews and succession planning.

- Vendor & Agency Management: Identify, onboard, and develop new collection agencies/vendors across geographies.

- Establish performance scorecards and governance mechanisms for agency management.

- Monitor agency productivity, compliance adherence, and cost efficiency.

- Drive vendor optimization and improve collection outcomes through strategic partnerships.

- Conduct regular reviews and audits of collection agencies.

- Strategy & Process Improvement: Design and implement field collection strategies to improve recovery rates.

- Leverage analytics and portfolio segmentation to enhance collection effectiveness.

- Drive process improvements, automation initiatives, and productivity enhancements.

- Collaborate with Risk, Operations, Credit, and Technology teams to strengthen collection processes.

- Recommend policy changes based on portfolio performance and market trends.

- Compliance & Governance: Ensure adherence to RBI guidelines, fair collection practices, and company policies.

- Maintain strong governance and control frameworks across field and agency operations.

- Monitor customer complaints and ensure timely resolution.

- Conduct regular compliance audits and training programs.

- Stakeholder Management: Work closely with senior leadership to provide portfolio insights and action plans.

- Collaborate with business, risk, operations, and finance teams to achieve organizational goals.

- Present collection performance reviews and strategic recommendations to management.