Area Collection Manager - Manager - Lending Collections (Frontend)

Paytm; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Paytm is seeking an Area Collections Manager to oversee end-to-end collections across bucket segments, driving resolution strategies and portfolio health. The role requires expertise in delinquency management, analytics, and leadership of large on-ground and tele-calling teams.

The incumbent will manage field and vendor collections, ensure RBI compliance, and drive performance metrics including PTP conversion and resolve rates, while maintaining governance and audit trails.

Qualifications

• Experience in delinquency management and collections strategy across multiple buckets.
• Proven ability to lead large on-ground and tele-calling teams.
• Strong analytical mindset with MIS reporting capabilities.

Responsibilities

• Manage collections across delinquency buckets (0–30, 31–60, higher DPD).
• Design and implement tele-collections strategies to improve dialer performance.
• Oversee field collections, audits, and risk controls with strong governance.
• Lead and mentor Collection Managers, Team Leaders, and Executives; manage vendors.
• Drive monthly targets, improve PTP conversion and kept rates.
• Ensure RBI compliance and handle escalations and grievances.
• Track KPIs (CE%, RPC, PTP) and present to senior management.

Skills

Collections strategy

Team leadership

Analytics

MIS reporting

RBI compliance

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

1. 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