Area Collection Manager - Lucknow

Paytm Payments Services; Lucknow; Vor Ort; INR 1.200.000 - 2.400.000; Vollzeit

Zusammenfassung

Paytm Payments Services is seeking an Area Collections Manager in Lucknow to lead end-to-end collections across bucket segments, focusing on delinquency reduction, compliance, and portfolio health. You will drive on-ground and tele-calling teams, design resolution strategies, and ensure scalable governance.

The role demands strong RBI compliance knowledge, analytics, and leadership, with proven ability to optimize collections performance, mentor large teams, and collaborate with vendors to

Qualifikationen

• Experience in end-to-end collections across bucket segments and delinquency management.
• Ability to lead large on-ground and tele-calling teams.
• Strong RBI regulatory compliance knowledge and governance.
• Analytical mindset with MIS and reporting capabilities.
• Vendor management experience and cross-functional collaboration.
• Proven ability to drive performance in high-pressure, target-driven environments.

Aufgaben

• Bucket & Portfolio Management: manage collections across 0–30, 31–60 and higher buckets; improve resolution rates; focus on non-starters and delinquent accounts; monitor portfolio health and CAPE adherence.
• Tele-Collections Management: handle 0–30 and 31–60 DPD via tele-calling patterns; optimize caller patterns; improve dialer efficiency and campaign performance.
• Field Collections & Risk Control: ensure field discipline; drive legal escalation for high-risk cases; conduct audits to mitigate risks; maintain governance.
• Team Leadership & Vendor Management: lead Collection Managers, Team Leaders, Executives; manage third-party agencies; set targets; conduct daily huddles and reviews.
• Target Achievement & Performance Delivery: drive monthly collection targets; improve PTP conversion and kept rates; focus on FTD reductions; ensure productivity metrics.
• Compliance & Governance: adhere to RBI guidelines; handle escalations; maintain ethical recovery practices; support audits.
• MIS, Analytics & Reporting: track KPIs; analyze portfolio data; generate actionable insights; present to senior management.

Kenntnisse

Collections strategy

Team leadership

MIS & reporting

RBI compliance

Communication

Negotiation

Jobbeschreibung

Role Overview

The 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 Responsibilities

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

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

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

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

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

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

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.

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