Zonal Collection Manager - Personal Loan - NBFC

Role & responsibilities:

- Lead and oversee Personal Loan collections (digital and non-digital) operations across multiple regions within the assigned zone, ensuring alignment with organizational objectives.

- Drive strategic recovery efforts for bucket-1 to bucket 3 portfolios, working closely with Regional Collections Managers (RCMs), Area Collection Managers (ACMs), and vendor partners.

- Own the zonal portfolio performance, focusing on reducing delinquencies, improving recovery rates, and optimizing receivable management.

- Formulate and implement zone-wide collection strategies, frameworks, and SOPs in coordination with Risk, Credit, Legal, and Operations teams.

- Monitor and guide regional teams on achieving monthly and quarterly collection targets, ensuring consistency in execution across locations.

- Act as a strategic partner to business, sales, and credit teams to maintain portfolio health and strengthen pre-delinquency controls.

- Establish strong governance and compliance mechanisms across all collection activities, ensuring adherence to regulatory guidelines and internal audit standards.

- Lead the review and performance monitoring of multiple vendor agencies, ensuring cost-efficiency, quality, and ethical collection practices.

- Identify performance gaps and skill development needs across the collection hierarchy, drive training interventions and leadership grooming initiatives.

- Design and execute zone-level incentive programs, productivity boosters, and performance contests in line with business goals.

- Analyse collection trends, regional challenges, and operational bottlenecks to provide data-driven insights to top management.

- Oversee the legal recovery process at a zonal level, ensuring timely execution of litigation, arbitration, and settlement procedures for chronic accounts.

- Champion customer-centric resolution models for escalated disputes and ensure systemic closure of service issues through appropriate escalation matrices.

- Undertake periodic zone-wide audits and field visits to assess ground-level challenges, enforce compliance, and motivate field teams.

- Collaborate with technology and analytics teams to digitize collection workflows, drive automation, and improve real-time monitoring capabilities.

- Act as a change leader by driving transformation projects, cost optimization strategies, and digital-first initiatives in collections.