Orix - Collections Head

Collections Head

Reports To: Business Head

Travel: Frequent travel required for field visits, legal cases, and agency management

Key Responsibilities:

Collections Strategy & Execution:

- Develop and implement collections policies, strategies, and SOPs aligned with business objectives.

- Drive early bucket management and delinquency reduction to mitigate NPAs.

- Ensure field collections, digital collections, and call center teams operate efficiently.

- Leverage technology, data analytics, and AI-driven tools to enhance collection efficiency.

- Design collection scorecards, risk segmentation models, and recovery dashboards to track performance.

- Strengthen collections in secured loan products, including loan against property (LAP), home loans (HL), and equipment finance.

Team Management & Leadership:

- Lead a pan-India collections team, including field agents, tele-callers, and recovery personnel.

- Drive key performance metrics (DCR, Resolution %, and Collection Efficiency) across all collection channels.

- Train, mentor, and develop teams on legal recoveries, customer negotiations, and skip tracing.

- Collaborate with regional collection managers to enhance local collection strategies.

Legal & Compliance in Recoveries:

- Ensure adherence to RBI guidelines, SARFAESI Act, Fair Debt Collection Practices, and NBFC regulations.

- Work closely with the legal team for recoveries, arbitration, and settlements.

- Engage with law enforcement, DRTs, and tribunals for asset repossession and legal actions.

- Ensure all collection practices comply with ethical and regulatory standards.

Vendor & Agency Management:

- Identify, onboard, and manage external collection agencies and recovery partners.

- Negotiate service agreements and performance metrics with collection vendors.

- Monitor third-party agencies for compliance, performance, and regulatory adherence.

Customer & Portfolio Risk Management:

- Monitor and manage delinquency trends, charge-offs, and write-offs across portfolios.

- Develop early warning signals for high-risk customers and pre-delinquency interventions.

- Implement customer-centric resolution strategies such as restructuring, settlements, and field visits.

- Ensure effective communication with defaulting customers to maximize recoveries.

Process Automation & Digital Collections:

- Drive digital collections initiatives (UPI, Auto-debit, Payment Links, AI-based reminders).

- Implement data-driven predictive analytics for better risk segmentation and collection targeting.

- Utilize AI-driven bots, IVR systems, and WhatsApp-based collections for enhanced efficiency.

Reporting & MIS:

- Develop and present weekly, monthly, and quarterly collection reports to senior management.

- Track collection effectiveness KPIs (Roll Back %, Resolution %, Bucket-wise Recovery, etc.).

- Provide insights on portfolio health, write-offs, and legal case status.

Key Competencies:

- Strong leadership & team management skills

- Excellent negotiation & customer engagement abilities

- Hands-on experience in legal & compliance recoveries

- Strategic thinker with data-driven decision-making

- Proven track record in driving collections efficiency & reducing NPAs