Collection Head

Job Purpose:
The Collection Head will oversee and manage the entire collections process for the
organization, ensuring efficient recovery of overdue loans and minimizing
delinquencies. This role involves managing a team of collections agents, analyzing
collections data, and developing strategies to optimize recovery processes in line with
organizational policies, compliance regulations, and industry best practices.
Key Responsibilities:
• Team Leadership & Management:
Lead, mentor, and develop a high-performing collections team to ensure effective performance across different channels (call centers, field agents, etc.).
• Collection Strategy Development:
Design and implement collection strategies to meet monthly/quarterly recovery
targets. Ensure effective debt recovery while maintaining high customer
satisfaction.
• Process Optimization:
Regularly review and streamline collection processes, ensuring efficiency and
cost-effectiveness. Implement best practices and automation tools to enhance
recovery rates.
• Monitoring & Reporting:
Track collections performance against KPIs (Key Performance Indicators) and
recovery targets. Generate regular reports for senior management detailing
performance, challenges, and opportunities for improvement.
• Compliance & Risk Management:
Ensure all collection activities adhere to internal policies and external
regulations (e.g., RBI, Fair Debt Collection Practices Act). Manage risk and
compliance issues related to collections.
• Dispute Resolution:
Act as the escalation point for complex or sensitive customer disputes. Resolve
issues while maintaining strong customer relationships.
• Customer Engagement:
Develop customer-focused strategies to recover dues, balancing recovery with
maintaining long-term relationships.
• Collaboration:
Work closely with other departments (Credit, Legal, Customer Service, etc.) to
ensure a seamless recovery process and to handle challenging cases effectively.

Required Skills & Qualifications:
• Educational Qualifications:
o Bachelor's or Masters degree in Business Administration, Finance, or
related field.
• Experience:
o Minimum 8-10 years of experience in collections within the NBFC or
banking sector, with at least 3-5 years in a leadership role.
o Proven track record of achieving recovery targets and managing
collections teams.
• Technical Skills:
o Strong knowledge of collections software and tools (e.g., CRM,
collections management platforms).
o Familiarity with industry regulations (e.g., RBI guidelines on collections,
GDPR).
• Soft Skills:
o Excellent leadership, team management, and interpersonal skills.
o Strong communication and negotiation skills.
o Ability to work under pressure and meet deadlines.
• Analytical Skills:
o Ability to analyze collection data, identify trends, and make data-driven
decisions to improve performance.
Preferred Qualifications:
• Certifications related to risk management, collections, or financial services.
• Experience in handling complex collections scenarios, such as legal collections
or high-value defaults.
• Exposure to digital collections and automation processes.




Key Performance Indicators (KPIs):
• Achieving target collection rates.
• Reduction in Non-Performing Assets (NPA).
• Customer satisfaction scores (post-recovery interactions).
• Process improvement metrics (e.g., reduction in days to recover).
Work Environment:
• Full-time, office-based with occasional travel required for field collections or
client meetings.
Compensation:
Competitive salary based on experience and qualifications, along with performance-
based incentives.