ob Summary
The Collection Manager – Lending Collections is responsible for managing end-to-end collections for Paytm’s lending products, including personal loans, merchant loans, and BNPL. The role focuses on driving portfolio performance across soft and hard collections, managing field and tele-collections teams, ensuring regulatory compliance, and leveraging digital tools to optimize recovery while delivering a superior customer experience.
Key Responsibilities
Manage delinquency buckets across assigned lending portfolios
Drive collection efficiency, resolution rates, and NPA reduction
Implement bucket-wise strategies for soft collections, tele-calling, field collections, and legal escalations
Monitor roll rates, bounce rates, and cure percentages
Lead and manage in-house tele-collection teams and field collection agencies
Set daily, weekly, and monthly targets aligned with business goals
Conduct regular performance reviews, training, and capability building
Ensure strict adherence to Paytm’s code of conduct and RBI Fair Practices Code
Use Paytm’s internal dashboards, CRM, and dialer systems to track productivity and outcomes
Leverage analytics to identify high-risk accounts and prioritize actions
Drive adoption of digital payment links, UPI mandates, and automated nudges
Handle escalated customer cases and complex disputes
Work closely with Customer Support and Risk teams to resolve grievances
Ensure respectful, compliant, and customer-friendly communication
Ensure 100% compliance with RBI guidelines, digital lending norms, and Paytm policies
Monitor agency audits, call audits, and field quality checks
Support legal recovery processes including notices, arbitration, and SARFAESI (where applicable)
Prepare MIS on collections performance, DPD movement, and agency productivity
Share insights with Risk, Product, and Business teams for strategy improvement
Participate in business reviews and leadership discussions
