Description: About the Role The Operations Manager Collections will play a pivotal role in leading and optimizing collection strategies, recovery operations, and process governance across assigned regions. This individual will be responsible for driving portfolio performance, minimizing delinquencies, and ensuring adherence to collection frameworks and regulatory compliance. The role demands a leader who combines data-driven decision-making with strong operational rigor and people management excellence to deliver superior recovery outcomes and a best-in-class customer experience. Key Responsibilities: Strategic & Operational Leadership - Develop and implement region-specific collection strategies to control delinquencies and improve recovery performance across all portfolio buckets. - Drive compliance with established collection policies, procedures, and regulatory frameworks. - Analyze collection trends, delinquency patterns, and roll rates to design corrective actions and optimize recovery efficiency. - Oversee field operations, ensuring robust governance over FOS (Feet-on-Street) teams and agency partners. Performance Management & Analytics - Monitor daily portfolio health and team performance against defined KPIs (e.g., DRR, resolution rates, recovery ratios). - Conduct daily/weekly performance reviews with City Managers and Team Leaders to track key operational metrics. - Publish comprehensive MIS reports highlighting regional performance, gaps, and actionable insights for senior leadership. - Implement data-backed decision-making and leverage analytical tools to drive higher recoveries. People & Process Excellence - Lead, mentor, and motivate on-ground collection teams to ensure operational discipline and consistent field performance. - Collaborate with HR for hiring, training, and upskilling of collection staff to maintain high productivity standards. - Ensure seamless FOS mapping/remapping and performance audits to align manpower with business priorities. - Conduct random case audits (aging, missed PTP, and revisit cases) to identify gaps and drive accountability. Governance & Stakeholder Management - Ensure full compliance with company policies, customer data confidentiality, and fair collection practices. - Collaborate cross-functionally with Product, Credit, Risk, and Technology teams to enhance collection systems and efficiency. - Partner with external agencies to ensure consistent performance delivery and adherence to service-level agreements (SLAs). Functional Competencies: - Analytical Expertise: Strong command over portfolio analysis, process optimization, and data interpretation. - Operational Leadership: Proven ability to manage multi-location collection operations and diverse portfolio segments. - People Management: Skilled in team development, performance tracking, and motivation across distributed field teams. - Process Excellence: Deep understanding of bucket-wise collection strategies, recovery models, and process controls. - Communication & Negotiation: Exceptional interpersonal skills with the ability to influence and align cross-functional stakeholders. Qualifications & Experience: - Education: Graduate / Postgraduate in Business Administration, Finance, or related field. - Experience: 8 - 12 years of experience in Collections Operations, preferably within FinTech, NBFC, or Banking sectors. - Demonstrated success in managing large-scale collection teams and recovery portfolios. - Proficiency in MIS tools, analytics, and digital collection platforms.

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Kissht - Operations Manager - Collections 

Job Description for Kissht - Operations Manager - Collections  in Kissht in  Others for (8-12) years of experience. Apply Now!