Location: Hyderabad
Role Type: Team Handling + Agency Management
Business Unit: Retail Unsecured Loans – Flow Collections (DPD 1–90)
The Area Collection Manager (ACM) – Retail Unsecured Flow Collections is responsible for managing early?stage delinquency (0–90 DPD) for unsecured loans in the Hyderabad region. The role includes managing a team of Collection Managers/Executives, supervising external collection agencies, ensuring high?quality field operations, and driving portfolio resolution while adhering to compliance and fair practices.
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Drive collections for retail unsecured flow buckets (0–90 DPD).
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Achieve monthly resolution, roll-back, and flow rate targets.
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Ensure prompt follow-ups, customer connects, field visits, and payment closures.
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Implement bucket-wise strategies to reduce delinquency and improve portfolio health.
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Lead and manage a team of Collection Managers / Field Executives.
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Track team productivity: calls, visits, promises-to-pay, and resolutions.
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Conduct daily and weekly review meetings to monitor bucket performance.
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Provide coaching on negotiation, skip tracing, objection handling, and customer engagements.
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Manage multiple collection agencies across Hyderabad.
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Allocate and monitor agency loads, performance, and resolution efficiency.
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Ensure agencies follow compliance, RBI fair collection practices, and company code of conduct.
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Conduct agency audits, scorecards, and periodic performance evaluations.
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Analyze delinquency trends and identify high-risk accounts.
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Work with risk, credit, and analytics teams to address problem segments.
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Resolve escalated or sensitive accounts with tact and policy understanding.
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Control forward flows and improve roll-back rates.
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Handle escalations, disputes, settlement discussions, and special cases.
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Ensure smooth customer experience while maintaining recovery focus.
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Promote voluntary payment channels and digital collections.
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Maintain accurate MIS for:
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Daily collections
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Bucket-level performance
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Team productivity
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Agency performance scorecards
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Share daily, weekly, and monthly dashboards with senior leaders.
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Ensure data accuracy and audit readiness.
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Strong understanding of unsecured loans & flow collections
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Experience managing agencies and large field teams
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Excellent negotiation and customer handling skills
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Knowledge of RBI guidelines and fair collection practices
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Analytical ability to read delinquency & portfolio trends
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Strong communication, leadership, and people management
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Proficiency in Excel, dashboards, and collections systems (dialer/CRM)
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Graduate (MBA preferred)
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5–10 years of experience in unsecured collections
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2+ years of team-handling experience
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Preferred: Experience managing agencies and flow buckets in metro markets like Hyderabad
