Role Purpose
The National Collection Manager will be responsible for leading and driving the field collections strategy for Bucket X and Bucket 1 portfolios across the country. The role requires managing a large field collection workforce, optimizing collection efficiency, reducing delinquency, improving roll-back performance, and ensuring regulatory compliance while managing an outstanding portfolio (POS) of approximately ₹1,000 Crores.
The incumbent will lead a team of around 120 collection professionals and oversee a network of collection agencies/vendors to deliver business objectives and portfolio health targets.
Key Responsibilities
Portfolio Management
- Manage and drive collections for Bucket X and Bucket 1 delinquent accounts across all regions.
- Own collection performance for a portfolio with an outstanding POS of approximately ₹1,000 Crores.
- Monitor delinquency trends, roll rates, collection efficiency, and recovery metrics.
- Develop and execute collection strategies to minimize forward flows and improve customer curing rates.
- Ensure achievement of monthly, quarterly, and annual collection targets.
Team Leadership & People Management
- Lead, mentor, and manage a team of approximately 120 field collection professionals through regional and zonal managers.
- Establish a high-performance culture with clear KRAs and accountability.
- Drive productivity, engagement, and capability-building initiatives across teams.
- Recruit, train, and develop collection talent to strengthen the organizational pipeline.
- Conduct regular performance reviews and succession planning.
Vendor & Agency Management
- Identify, onboard, and develop new collection agencies/vendors across geographies.
- Establish performance scorecards and governance mechanisms for agency management.
- Monitor agency productivity, compliance adherence, and cost efficiency.
- Drive vendor optimization and improve collection outcomes through strategic partnerships.
- Conduct regular reviews and audits of collection agencies.
Strategy & Process Improvement
- Design and implement field collection strategies to improve recovery rates.
- Leverage analytics and portfolio segmentation to enhance collection effectiveness.
- Drive process improvements, automation initiatives, and productivity enhancements.
- Collaborate with Risk, Operations, Credit, and Technology teams to strengthen collection processes.
- Recommend policy changes based on portfolio performance and market trends.
Compliance & Governance
- Ensure adherence to RBI guidelines, fair collection practices, and company policies.
- Maintain strong governance and control frameworks across field and agency operations.
- Monitor customer complaints and ensure timely resolution.
- Conduct regular compliance audits and training programs.
Stakeholder Management
- Work closely with senior leadership to provide portfolio insights and action plans.
- Collaborate with business, risk, operations, and finance teams to achieve organizational goals.
- Present collection performance reviews and strategic recommendations to management.
Key Performance Indicators (KPIs)
- Collection Efficiency (%)
- Rollback and Resolution Rates
- Delinquency Reduction
- Forward Flow Control
- Agency Productivity
- Cost-to-Collect
- Team Productivity Metrics
- Compliance & Audit Scores
- Portfolio Health Indicators
- Employee Retention and Engagement
Required Skills & Competencies
Functional Skills
- Collections Strategy & Execution
- Early Delinquency Management (Bucket X & Bucket 1)
- Field Collections Management
- Agency/Vendor Management
- Portfolio Analytics
- Recovery Operations
- MIS & Performance Monitoring
- Compliance & Regulatory Understanding
- Budget & Cost Management
Leadership Skills
- Large Team Management
- Performance Management
- People Development & Coaching
- Change Management
- Stakeholder Management
- Decision Making
- Conflict Resolution
- Strategic Thinking
Behavioral Competencies
- Strong Result Orientation
- High Ownership & Accountability
- Problem-Solving Mindset
- Execution Excellence
- Data-Driven Decision Making
- Negotiation & Influencing Skills
- Customer-Centric Approach
Qualifications
- Graduate in any discipline; MBA preferred.
- Certifications in Collections, Risk Management, or Financial Services will be an added advantage.
Experience
- 12–18+ years of experience in Collections within NBFC, Banking, Fintech, or Retail Lending.
- Proven experience managing large field collection teams (100+ employees).
- Strong track record of handling portfolios exceeding ₹500–1,000 Crores.
- Extensive experience in agency/vendor management and nationwide collection operations.
- Demonstrated success in improving collection efficiency and controlling delinquency.
