Rezolution - Manager - Recovery & Collections

Job Overview:

We are looking for an experienced and results-driven Manager Recovery & Collections to oversee collections and recovery operations for banking products such as Business Loans, Personal Loans, and Credit Card Loans. The ideal candidate should have a strong background in both tele calling and field collections, managing a hybrid model that integrates call center operations with on-ground recovery efforts. This role requires leadership, strategic planning, and execution capabilities to ensure optimal recovery rates while maintaining compliance with regulatory and ethical standards.

Key Responsibilities:

- Collections & Recovery Strategy Execution:

- Implement and oversee effective collections strategies to maximize recoveries and minimize delinquencies.

- Ensure the tele calling and field collections teams work in alignment with the companys policies and legal guidelines.

- Monitor early-stage and late-stage collections, ensuring a balance between customer relationship management and recovery performance.

- Team Management & Supervision:

- Lead and supervise a team of 15+ members, including field coordinators, field collectors, and tele callers.

- Coach and mentor team leaders to drive daily collection performance.

- Conduct regular training sessions to enhance collection techniques, compliance adherence, and negotiation skills.

- Process & Dialer Optimization:

- Manage dialer operations and allocation strategies to improve efficiency in tele calling collections.

- Collaborate with the analytics team to refine calling strategies and optimize resource allocation.

- Performance Monitoring & Data Analysis:

- Track, monitor, and analyze collection performance through MIS reports and dashboards.

- Prepare and present performance reports to senior management and stakeholders.

- Ensure data-driven decision-making to improve collection efficiency.

- Field Coordination & Hybrid Model Implementation:

- Ensure seamless integration between tele calling efforts and field collections.

- Coordinate with field collection teams to schedule visits for high-risk customers.

- Monitor field collection visits and ensure proper documentation and compliance.

- Compliance & Risk Management:

- Ensure adherence to all regulatory guidelines, including RBI-mandated fair collection practices.

- Handle escalations effectively, ensuring a balance between customer satisfaction and collection efficiency.

- Ensure zero tolerance for non-compliance in recovery and collection practices.

Key Requirements:

- Minimum 3 years of experience in collections & recovery, preferably in a banking/NBFC environment.

- At least 1.5 years in a managerial role, handling tele calling and field collections.

- Experience in managing a hybrid collections model (Call Center + Field).

- Hands-on experience with dialer systems, allocation strategies, and performance tracking.

- Strong analytical skills and proficiency in Excel for MIS reporting and dashboards.

- Excellent team leadership and stakeholder management skills.

- Strong understanding of regulatory compliance and fair collection practices.

- DRA Certification (Debt Recovery Agent) preferred.

Preferred Qualifications:

- Graduate/Postgraduate in Finance, Business, or related field.

- Prior experience managing end-to-end client interactions and performance reviews.

- Ability to work under pressure and meet stringent recovery targets.