National Collection Manager - Personal Loans

Job Summary:

The National Collections Manager for Personal Loans is responsible for developing and executing the national collections strategy for the personal loan portfolio. This includes overseeing early and late-stage collections, managing third-party agencies, ensuring regulatory compliance, optimizing recovery performance, and minimizing delinquencies and losses. The role demands strong leadership, strategic thinking, and cross-functional coordination to achieve portfolio health objectives.

Key Responsibilities:

Strategic & Operational Management

- Monitor portfolio performance, identify risks, and recommend actions to reduce delinquencies and improve recovery.

- Analyze portfolio trends and provide strategic insights to senior leadership.

Team Leadership

- Set performance goals and KPIs, and ensure consistent achievement across regions.

- Foster a performance-driven and compliant culture across the collections team.

Agency & Vendor Management

- Monitor agency performance, negotiate service-level agreements (SLAs), and ensure alignment with business goals.

- Ensure timely and effective escalation of delinquent accounts for legal or recovery action.

Compliance & Risk

- Implement audit mechanisms to ensure adherence to policies and procedures.

- Manage customer complaints and grievances in accordance with compliance and customer experience standards.

Reporting & Analytics

- Track collection efficiency metrics (e.g., Roll Rate, Bucket-wise Recovery %, Resolution Rates).

- Use data and analytics to enhance collection strategies and drive continuous improvement.

Qualifications:

- Bachelors degree in Finance, Business Administration, or related field (MBA preferred).

- Minimum 15 years of experience in retail lending collections, preferably with a focus on personal loans.

- Proven experience in managing nationwide collections operations and leading large teams.

- Strong understanding of legal and regulatory frameworks related to collections.