Collection Manager - Team Lead - Lending Collections

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

Portfolio & Collections Management

• 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

Team & Vendor Management

• 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

Digital & Data-Driven Collections

• 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

Customer Experience & Resolution

• 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

Compliance & Risk Management

• 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)

Reporting & Stakeholder Management

• 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