The Collection Manager – EM Recovery is responsible for managing end-to-end collections for EMI/EM recovery portfolios, driving delinquency reduction, improving resolution efficiency, and ensuring compliance with regulatory and company guidelines.
Key Responsibilities
Manage assigned EM/EMI recovery portfolio across buckets (early, mid, late).
Drive collection efficiency, resolution rate, and reduction in delinquency (DPD).
Monitor daily, weekly, and monthly collection targets and KPIs.
Manage and mentor field collection teams and agency partners.
Allocate cases, track productivity, and ensure optimal coverage.
Conduct regular performance reviews, training, and coaching sessions.
Implement collection strategies aligned with business goals.
Optimize field visits, calling strategies, and settlement programs.
Work closely with risk, product, and analytics teams to improve recoveries.
Ensure adherence to RBI guidelines, fair practice code, and Paytm policies.
Handle escalations, customer complaints, and dispute resolutions.
Maintain accurate documentation and reporting.
Prepare MIS reports on collections, roll rates, and recoveries.
Analyze trends, identify gaps, and propose corrective actions.
Track agency performance and recommend scale-up or corrective measures.
