Regional Collection Manager

Quona Capital; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Flourish Ventures is seeking a Regional Collection Manager to oversee field collections across various locations in India including Bengaluru. This role requires managing telecallers and collection teams, ensuring timely recoveries, and addressing customer complaints. Ideal candidates will have a graduate degree, a minimum of 10-12 years of experience in loan collections, and strong skills in team management and performance tracking. The position demands a professional with excellent communication and convincing skills in a demanding environment.

Qualifications

• Minimum 10-12 years of relevant experience in loan collections.
• Proven track record of managing collection teams across multiple locations.
• Strong working knowledge of computers and email communication.

Responsibilities

• Oversee field collections and manage teams across multiple locations.
• Track performance metrics and manage telecallers and field executives.
• Conduct risk monitoring and identify account-level risks.

Skills

Call centre handling

Team Management

Good communication skills

Knowledge of Collection Process

Agency Management

Convincing skills

Education

Graduate degree

Debt Recovery Agent (DRA) certification

Certifications in finance or debt recovery

Tools

MS Office (Excel, Word, PowerPoint)

Job description

Regional Collection Manager

Department: Collections - Flows

Location: Delhi, Bangalore, Mumbai, Hyderabad, Pune, Ahmedabad

Role

The Regional Collection Manager is responsible for overseeing field collections for business loan portfolios across multiple locations. The role involves managing teams, ensuring timely recoveries, reducing delinquencies, and conducting regular performance reviews. It also includes risk monitoring, mystery shopping, and resolving service issues. Strong leadership, field management, and coordination with internal and external stakeholders are essential.

Key Responsibilities

Location-Level Portfolio Monitoring

• Monitor daily collections and overall performance of all groups in assigned locations to ensure alignment with national targets.
• Conduct travel to field locations as needed for performance reviews, on-ground audits, and team engagement.

Target Achievement & Performance Tracking

• Track performance metrics against monthly business loan recovery targets and take corrective action to close gaps.
• Monitor collection flows closely to reduce forward bucket movements and avoid delinquency escalations.

Team & Stakeholder Management

• Manage and guide the performance of telecallers, field executives, collection agencies, and portfolio managers.
• Collaborate with cross-functional stakeholders to address process inefficiencies impacting portfolio health.

Risk Identification & Account Tracking

• Track collections for each merchant at a micro level to highlight early warning signals and take preemptive action.
• Identify and report account-level risks promptly and implement mitigation plans to maintain collection flow.

Mystery Shopping & Audit Measures

• Conduct mystery shopping visits to merchant premises to evaluate ground-level collection behavior and spot irregularities.
• Use findings from field audits to refine internal controls and reduce the number of non-performing accounts.

Reporting & Performance Insights

• Share location-level and pan-India collection performance dashboards regularly to senior leadership for insights.
• Prepare and circulate detailed collection reports, including daily follow-ups on non-payment (DNP) cases.

Delinquency & Complaint Management

• Visit delinquent customers or merchants regularly to collect overdue amounts and negotiate payment arrangements.
• Effectively resolve customer and merchant complaints that impact loan repayment or service satisfaction.

Qualification & Experience

Educational Background

• Minimum a graduate degree (in any field).
• Preferably, a Debt Recovery Agent (DRA) certified professional.
• Additional certifications in finance, debt recovery, or business loans are an added advantage.
• Strong working knowledge of computers, including MS Office (Excel, Word, PowerPoint) and email communication.

Experience Requirements

• Minimum 10–12 years of relevant experience in loan collections, with a focus on consumer loans and business loans.
• Proven track record of managing multiple locations and collection teams across all portfolio groups.

Key Skills & Competencies

• Handled call centre and Inhouse Telecalling
• Dialler call handling would be added advantage
• Team Management – Telecallers and Field Executives
• Experience in handling mass data volumes
• Agency Management
• Should be presentable with good communication skills.
• Should have knowledge of the Collection Process.
• Professional approach towards the Customer.
• Ability to command authority but humble and sincere in behaviour
• Good convincing skills
• Aware of Collection Code of Conduct.