Cluster Collection Manager - P&L - Recovery Segment (5-8 yrs)

Will be responsible for overseeing and managing the collection process for delinquent personal loans within a specific geographical cluster, ensuring timely debt recovery by leading a team of collection agents, monitoring performance, and implementing strategies to maximize collection efficiency while maintaining positive customer relations, all while adhering to company policies and regulatory guidelines.

Team Management:

- Lead and motivate a team of collection agents within the assigned cluster, including recruitment, training, performance evaluation, and coaching.

- Monitor individual agent performance against collection targets and identify areas for improvement.

- Assign collection cases to agents based on account complexity and delinquency level.

Collections Strategy:

- Develop and execute effective collection strategies for different delinquency buckets (pre-charge off, post-charge off) to optimize recovery rates.

- Analyze customer data to identify high-risk accounts and prioritize collection efforts.

- Implement debt collection tactics including phone calls, SMS, email, and field visits, while adhering to compliance regulations.

Performance Tracking:

- Regularly monitor collection metrics like recovery percentage, average collection amount, and cost of collections to identify areas of improvement.

- Prepare detailed performance reports for senior management highlighting key collection trends and achievements.

Customer Interaction:

- Engage with delinquent borrowers through empathetic communication to understand their financial situation and negotiate payment plans.

- Effectively handle customer escalations and complaints while ensuring compliance with customer service standards.

Vendor Management (if applicable):

- Manage relationships with external debt collection agencies, including performance monitoring and contract negotiations.

Compliance:

- Ensure all collection activities are conducted within legal and regulatory framework, including adherence to RBI guidelines.

- Monitor team compliance with internal policies and procedures.

Required Skills:

- Strong leadership and team management abilities

- Excellent communication and negotiation skills

- Analytical skills to interpret data and identify trends

- Problem-solving and decision-making capabilities

- Understanding of credit and collection practices

- Proficiency in MS Office and CRM tools