Collections Manager

Muthoot Finance; Pudukkottai, Thoothukudi, Kanyakumari; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Muthoot Finance in Tamil Nadu seeks a Collections Manager to oversee branch and territory collection activities, drive recoveries, and ensure adherence to policies. You will lead collection officers and field executives, monitor delinquency metrics, and coordinate with multiple teams to optimize results.

You will develop plans, track PTP commitments, and ensure customer relations are maintained while meeting targets and regulatory standards.

Responsibilities

• Manage collection and recovery operations across the assigned territory/branches.
• Lead, supervise, and motivate Collection Officers / Field Collection Executives.
• Achieve monthly collection, recovery, and delinquency-control targets.
• Monitor DPD buckets, overdue accounts, NPA accounts, and high‑risk cases.
• Prepare daily and monthly collection plans based on portfolio and outstanding dues.
• Ensure effective follow-up with customers through calls, field visits, and other approved collection channels.
• Identify difficult and high‑risk accounts and develop appropriate recovery strategies.
• Conduct regular field visits with the collection team to monitor productivity and collection effectiveness.
• Track Promise to Pay (PTP) commitments and ensure timely follow‑up and conversion.
• Monitor team-wise and branch-wise collection performance against targets.
• Coordinate with Branch, Credit, Legal, Operations, and other internal teams for resolution of overdue accounts.
• Ensure collection activities are carried out strictly in accordance with company policies, regulatory requirements, and the approved code of conduct.
• Handle customer escalations and support resolution of collection‑related issues.
• Maintain accurate collection MIS and submit daily/weekly/monthly performance reports to senior management.
• Analyze collection trends and identify areas requiring corrective action.
• Train and coach collection staff on customer handling, field processes, and recovery techniques.
• Support recruitment and onboarding of collection executives as required.
• Monitor employee productivity, attendance, field activity, and performance.
• Take corrective actions to improve collection efficiency and reduce overdue/NPA levels.

Job description

Job Purpose

To manage and drive collection activities for assigned branches/territories, ensuring timely recovery of outstanding dues, reduction of delinquency, and achievement of collection and recovery targets while maintaining customer relationships and compliance with company policies.

Key Roles & Responsibilities

• collection and recovery operations across the assigned territory/branches.
• Lead, supervise, and motivate Collection Officers / Field Collection Executives.
• Achieve monthly collection, recovery, and delinquency-control targets.
• Monitor DPD buckets, overdue accounts, NPA accounts, and high-risk cases.
• Prepare daily and monthly collection plans based on portfolio and outstanding dues.
• Ensure effective follow‑up with customers through calls, field visits, and other approved collection channels.
• Identify difficult and high‑risk accounts and develop appropriate recovery strategies.
• Conduct regular field visits with the collection team to monitor productivity and collection effectiveness.
• Track Promise to Pay (PTP) commitments and ensure timely follow‑up and conversion.
• Monitor team-wise and branch-wise collection performance against targets.
• Coordinate with Branch, Credit, Legal, Operations, and other internal teams for resolution of overdue accounts.
• Ensure collection activities are carried out strictly in accordance with company policies, regulatory requirements, and the approved code of conduct.
• Handle customer escalations and support resolution of collection‑related issues.
• Maintain accurate collection MIS and submit daily/weekly/monthly performance reports to senior management.
• Analyze collection trends and identify areas requiring corrective action.
• Train and coach collection staff on customer handling, negotiation, field processes, and recovery techniques.
• Support recruitment and onboarding of collection executives as required.
• Monitor employee productivity, attendance, field activity, and performance.
• Take corrective actions to improve collection efficiency and reduce overdue/NPA levels.

Key Performance Indicators (KPIs)

• Collection Efficiency %
• Monthly Collection Achievement
• Overdue Reduction
• DPD / Bucket-wise Performance
• NPA / SMA Reduction
• PTP Conversion
• Field Productivity
• Team Productivity
• Recovery Achievement
• Customer Complaint / Escalation Management