Call Center Manager-Debt Management

Idfc First Bank Limited; Bihar Sharif; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Idfc First Bank Limited is seeking an Area Collection Manager to lead a team and coordinate recovery activities across a defined territory. You will oversee field agencies for doorstep collections, drive efficiency, and ensure adherence to legal guidelines.

You will analyze delinquency data, set targets, work with the legal team on actions, and build relationships with clients to secure timely recoveries.

Qualifications

• Graduate in any discipline.
• Postgraduate in any discipline preferred.
• Experience in collections or related field is desirable.

Responsibilities

• Handle collections for specific products in the assigned area.
• Manage field agencies to support doorstep collection operations.
• Ensure collection efficiency and control costs.
• Track delinquency bucket-wise and DPD-wise across areas.
• Set targets for agencies and in-house teams.
• Follow up with default customers via a dedicated team.
• Ensure collection agencies and executives adhere to legal guidelines.
• Monitor productivity across in-house and agency teams.
• Ensure adequate Feet on Street area-wise and bucket-wise.
• Collaborate with legal team to initiate actions on specified cases.
• Build relationships with key clients to ensure timely collections.
• Determine tactics for timely collections.

Skills

Leadership & team management

Communication

Data analysis

Legal compliance

Agency management

Stakeholder management

Education

Graduate

Postgraduate

Job description

Job Requirements

About the Role

The Area Collection Manager is responsible for managing a team and coordinating operational recovery activities for a credit portfolio within an assigned territory. This includes ensuring adherence to corporate policies and procedures, minimizing front-end delinquencies, and collaborating with the legal team to manage delinquent accounts. The role entails end-to-end responsibility for collections in the allocated area and has a direct impact on the financial institution's budget planning and overall organizational objectives.

Key Responsibilities

Primary Responsibilities

• Handle collections for specific products within the assigned area.
• Responsible for managing field agencies to support doorstep collection operations.
• Ensure collection efficiency and manage cost of collections.
• Track and control delinquency bucket-wise and DPD-wise, with a focus on non-starters.
• Review account allocations and set collection targets for agencies/in-house teams.
• Follow up regularly with default customers through a dedicated team.
• Ensure collection agencies and executives adhere to legal guidelines.
• Manage productivity by setting and monitoring performance parameters for in-house and agency teams.
• Ensure adequate 'Feet on Street' availability area-wise, bucket-wise, and segment-wise.
• Conduct background and reference checks for appointed agencies/DCTs and evaluate them regularly.
• Collaborate with the legal team to initiate legal action on specified cases.
• Build relationships with key clients to ensure timely collections.
• Determine suitable tactics or strategies for timely collections.

Secondary Responsibilities

- None specified.

What We Are Looking For

Education

• Graduate – Any discipline.
• Postgraduate – Any discipline.

Experience

• Relevant years of experience in collections.

Skills and Attributes

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Sound understanding of collection processes and legal guidelines.
• Ability to analyze data and implement effective collection strategies.
• Proficiency in managing third-party agencies and internal teams.
• Detail-oriented with strong organizational skills.