Area Collection Manager - Manager - Lending Collections (Frontend)

Paytm; Patna; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Paytm is seeking an Area Collections Manager in Patna to oversee end-to-end collections across bucket segments, drive resolution strategies, and safeguard portfolio health.

You will lead large on-ground and tele-calling teams, enforce RBI-compliant recovery practices, and deliver results through analytics, governance, and strong leadership.

This role requires performance orientation, risk control, and ability to coach teams in high-pressure, target-driven environments.

Qualifications

• 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.

Responsibilities

• Bucket & Portfolio Management: Manage collections across delinquency buckets (0–30, 31–60, and higher DPD segments).
• Tele-Collections Management: Handle soft delinquency buckets (0–30 & 31–60 DPD) through tele-calling strategies.
• Field Collections & Risk Control: Ensure strong field discipline and governance; escalate as needed.
• Team Leadership & Vendor Management: Lead large teams and manage third-party agencies.
• Target Achievement & Performance Delivery: Drive monthly collection targets and improve resolution ratios.
• Compliance & Governance: Adhere to RBI guidelines and handle escalations.
• MIS, Analytics & Reporting: Track KPIs and provide insights to senior management.
• Key Skills & Competencies: Drive performance in high-pressure environments.

Skills

Collections strategy

Team leadership

MIS & reporting

RBI regulations

Negotiation

High-pressure performance

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