Call Center Manager-Debt Management

Idfc First Bank Limited; West Bengal; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Idfc First Bank Limited is seeking an Area Collection Manager to lead a field-based collections team across the assigned territory in India. You will coordinate doorstep collection operations, track delinquencies, and ensure adherence to legal guidelines while optimizing collection performance.

The role requires strong leadership, excellent communication, and the ability to manage third-party agencies as well as internal teams.

Qualifications

• Graduate – Any discipline.
• Postgraduate – Any discipline.
• Relevant years of experience in collections.

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 bucket-wise and DPD-wise, focusing 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 monitoring performance parameters for in-house and agency teams.
• Ensure adequate Feet on Street area-wise, bucket-wise, and segment-wise.
• Conduct background 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.

Skills

Leadership

Communication

Collections knowledge

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.