Customer Assistance Manager-Personal Loan Hardship Assistance Unit

Kotak Mahindra Bank Ltd; Pune District; On-site; INR 700,000 - 1,300,000; Full time

Job summary

Kotak Mahindra Bank Ltd is seeking a Portfolio Manager to lead collections and recovery for retail asset products in the assigned area, focusing on repossession, agency coordination, and legal/compliance processes.

The role requires proactive field operations, team training, and strict adherence to banking policies and regulatory norms to optimize recovery outcomes. Based in Pune, the position involves managing collections executives and coordinating with external agencies as needed.

Qualifications

• Experience in retail asset collections and recovery operations.
• Proven ability to lead a collections team and manage field operations.
• Knowledge of regulatory norms and bank policies.

Responsibilities

• Monitor collection efficiency across portfolios and ensure timely follow-ups.
• Oversee repossession activities and coordination with field agents.
• Coordinate with external agencies for recovery and training of staff.
• Work with legal teams to initiate and follow up on actions and ensure compliance.

Skills

Collections management

Team leadership

Regulatory compliance

Legal coordination

Job description

The Portfolio Manager will be responsible for managing collections and recovery for retail asset products within the assigned area. This includes overseeing repossession activities, coordinating with external agencies, handling legal formalities, and leading a team of collection executives. The role requires a proactive approach to field operations, team training, and compliance with internal and regulatory standards.

Collections Management:

• Monitor and maintain collection efficiency across assigned portfolios.
• Ensure timely follow-ups and resolution of delinquent accounts.
• Analyze collection trends and implement corrective actions.

Repossession & Recovery:

• Manage repossession activities in coordination with repossession agents.
• Oversee the sale of repossessed assets to maximize recovery.
• Ensure compliance with legal and regulatory requirements during repossession.

Agency & Field Coordination:

• Liaise with external collection agencies and field executives.
• Provide training and guidance to the collections team.
• Conduct field visits when necessary to support recovery efforts.

Legal & Compliance:

• Coordinate with legal teams for initiating and following up on legal actions.
• Ensure all documentation and processes are in line with bank policies and regulatory norms.