Area Collection Manager - Manager - Lending Collections (Frontend)

Tend; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Tend in Bengaluru is seeking an Area Collections Manager to oversee end-to-end collections strategies. This role demands expertise in managing portfolios, leading large teams, and driving compliance with RBI regulations. The incumbent will focus on improving collection efficiency, handling escalations, and enhancing team performance through effective leadership. Ideal candidates will possess strong analytical skills and experience in collections management. This position is critical for maintaining the health of the portfolio and achieving monthly collection targets.

Qualifications

• Strong expertise in collections strategy focusing on early and late buckets.
• Proven leadership experience in managing large teams and vendors.
• Ability to analyze KPIs and generate actionable insights.

Responsibilities

• Manage collections across delinquency buckets and improve resolution rates.
• Lead teams and manage vendor collection agencies.
• Ensure compliance with RBI guidelines and regulatory standards.

Skills

Collections strategy expertise

Leadership

Analytical skills

Communication skills

Negotiation skills

Problem-solving skills

Job description

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