The Manager - Collections Operations will own and oversee end-to-end collections operations across buckets, ensuring operational efficiency, regulatory compliance, and a customer-first approach. This role is responsible for strengthening collection processes, leveraging data and automation, managing internal teams and external agencies, and driving performance while adhering to RBI guidelines and fair collection practices.
Key Responsibilities
- Allocate accounts to internal teams and external agencies based on risk segmentation.
- Ensure adherence to SOPs, RBI guidelines, and fair collection practices.
- Enhance efficiency through digital tools, automation and analytics.
- Standardize processes and improve operational turnaround time.
- Drive automation in reporting, allocation, and exception handling.
- Analyze and publish collection reports, MIS dashboards, etc.
- Manage payouts, incentive structures for outsourced agencies
- Address customer complaints, escalation handling and sensitive cases.
- Lead and mentor backend officers.
- Review performance metrics, provide training and ensure capacity planning.
- Foster a culture of compliance, customer sensitivity and high performance.
- Identify frauds, skips and high-risk accounts; recommend action including legal escalation.
Key Skills & Competencies
- Strong understanding collections lifecycle.
- Analytical mindset with proficiency in MIS, G-sheet and Excel.
- Leadership and people management skills.
- Negotiation, conflict management and customer handling expertise.
- Master's or Bachelor's in any related field.
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