State Collection Head

Description:

Key Responsibilities

Portfolio & Bucket Management

- Own state-level collection performance across flow buckets (Current, DPD 130, 3160, 6190, 90+ / NPA) for unsecured loan products.

- Monitor delinquent accounts daily and take proactive corrective actions to control roll-forward and improve normalization.

- Analyze historical repayment behavior, bounce patterns, and customer profiles for effective recovery strategies.

- Drive resolution strategies based on risk segmentation and ticket size.

Team & Agency Management

- Lead, train, and manage state-level in-house collection teams, including Area Managers, Team Leads, and Field Executives.

- Allocate cases to collection agencies and field executives based on geography, bucket, and performance.

- Set productivity targets and track daily performance of agencies and executives.

- Conduct regular agency reviews, scorecards, and corrective action plans for underperformance.

Recovery & Field Operations

- Ensure personal visits for high-value and critical delinquent accounts to enable faster resolution.

- Drive settlement, restructuring, and closure strategies within approved policy frameworks.

- Handle escalated customer cases and sensitive recovery scenarios with professionalism.

Legal & Compliance Coordination

- Coordinate closely with the Legal team for timely initiation of legal recovery actions where applicable.

- Ensure compliance with RBI guidelines, Fair Practices Code, and internal collection policies.

- Monitor agency conduct to prevent any regulatory or reputational risks.

Process, Reporting & Controls

- Oversee account status updates, payment postings, refunds, and system reconciliations.

- Ensure accurate and timely updating of collection efforts in LMS / CMS systems.

- Prepare and present state-level MIS, including recovery trends, bucket movement, agency performance, and risk indicators.

- Track KPIs such as PTP conversion, resolution rate, roll-back %, bounce recovery, and NPA movement.

Customer Resolution & Experience

- Resolve billing disputes, customer complaints, and payment-related issues in coordination with customer service and operations teams.

- Balance recovery outcomes with customer experience and long-term brand protection.

Key Skills & Competencies

Functional Expertise

- Strong experience in unsecured loan collections and recoveries

- Deep understanding of flow & bucket-based collection strategies

- In-house and third-party agency management

- Legal recovery process coordination

- High-value account handling and negotiation

Leadership & Behavioral Skills

- Proven ability to manage large, distributed field teams

- Strong analytical and decision-making skills

- Hands-on leadership with high ownership

- Excellent negotiation and conflict resolution skills

- Strong reporting and stakeholder communication ability