Call Center Manager-Debt Management

IDFC FIRST Bank; Odisha; 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 collection team and coordinate recovery activities for a credit portfolio across an assigned territory. The role emphasizes adherence to policies, reducing front-end delinquencies, and working with legal teams to manage delinquent accounts.

The ideal candidate will have graduate or postgraduate qualifications with experience in collections, strong leadership and data analysis skills, and the ability to drive target-based

Qualifications

• Graduate or postgraduate in any discipline.
• Experience in collections or recovery operations.
• Strong leadership and people-management abilities.
• Excellent communication and interpersonal skills.
• Sound understanding of collection processes and applicable regulations.

Responsibilities

• Handle collections for specific products within the assigned area.
• Manage field agencies to support doorstep collection operations.
• Ensure collection efficiency and manage cost of collections.
• Track delinquency by bucket and DPD, focusing on non-starters.
• Review account allocations and set collection targets for agencies/in-house teams.
• Follow up with default customers through a dedicated team.
• Ensure agencies and executives adhere to legal guidelines.
• Manage productivity by setting and monitoring performance parameters for teams.
• Ensure Feet on Street availability area-wise and bucket-wise.
• Conduct background checks for appointed agencies 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.

Skills

Leadership

Communication

Collection processes

Data analysis

Agency management

Organizational skills

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.