Area Collection Manager - Manager - Lending Collections (Frontend)

Paytm

🇮🇳 India

On-site

Manager or above

4 months ago

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Role OverviewThe Area Collections Manager will be responsible for managing end-to-end collections across bucket segments, driving resolution strategies, ensuring portfolio health, and leading large on-ground and tele-calling teams. The role requires strong expertise in delinquency management, compliance, analytics, and team leadership.
Key Responsibilities1. Bucket & Portfolio Management● Manage collections across delinquency buckets (0–30, 31–60, and higher DPD segments)● Improve resolution rates in both early and late buckets● Focus on non-starter and delinquent accounts to prevent roll-forward● Drive collection efficiency and overall portfolio health● Monitor daily performance and ensure adherence to CAPE norms
2. Tele-Collections Management● Handle soft delinquency buckets (0–30 & 31–60 DPD) through tele-calling strategies● Design and optimize calling patterns based on customer risk profiling● Improve dialer efficiency, call connect rates, and campaign performance● Maximize early-stage resolutions to prevent migration to hard buckets
3. Field Collections & Risk Control● Ensure strong field discipline (app usage, visit tracking, audit trails)● Drive legal escalation for critical/high-risk cases● Conduct audits to identify and mitigate portfolio risks● Maintain strong governance and control mechanisms
4. Team Leadership & Vendor Management● Lead large teams including Collection Managers, Team Leaders, and Executives● Manage third-party/vendor collection agencies● Allocate portfolios and set bucket-wise targets● Conduct daily huddles, reviews, and performance tracking● Coach teams on negotiation, objection handling, and resolution strategies
5. Target Achievement & Performance Delivery● Drive monthly collection targets and improve resolution ratios● Enhance PTP (Promise to Pay) conversion and kept rates● Focus on First-Time Delinquent (FTD) customers to reduce future NPAs● Ensure productivity metrics such as calls, RPC (Right Party Contact), and CE% are met
6. Compliance & Governance● Ensure strict adherence to RBI guidelines and regulatory standards● Handle escalations and customer grievances effectively● Maintain ethical and compliant recovery practices● Support internal and external audit requirements
7. MIS, Analytics & Reporting● Track and analyze KPIs: CE%, RPC, PTP, dialer metrics, and resolution ratios● Manage large portfolio data and generate actionable insights● Identify gaps in collection strategies and recommend improvements● Present performance reports and insights to senior management.
8. Key Skills & Competencies● Strong expertise in collections strategy (early & late buckets)● Proven leadership experience managing large teams and vendors● Analytical mindset with strong MIS and reporting skills● Knowledge of RBI regulations and compliance frameworks● Excellent communication, negotiation, and problem-solving skills

● Ability to drive performance in high-pressure, target-driven environments

Area Collection Manager - Manager - Lending Collections (Frontend) · Paytm

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