Senior Analyst

AMERICAN EXPRESS; Gurugram District; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

American Express is seeking a senior leader to head Collections Operations for recovery of outstanding debts in Delhi and North India. You will manage outside agency networks, design strategies to maximize recoveries, and ensure compliance with RBI guidelines and Fair Practices Code.

Responsibilities include leading collection teams, negotiating settlements, and reporting on KPI trends to management. Strong English and Hindi, plus field and tele-collections experience, are essential.

Qualifications

• 3–5 years dedicated work experience in Collections and agency management within Indian Banks/NBFCs.
• Knowledge of Domestic Market Collections.
• Experience in Field Collections and tele calling.
• Academic Background: Any Graduate.

Responsibilities

• Strategy Development: design and implement collection procedures to improve recoveries and reduce delinquencies.
• Team Leadership: manage, train, and mentor collection agents/agencies with clear targets.
• Customer Negotiations: negotiate payment plans with delinquent accounts via call or face-to-face.
• Complain Management: handle escalations in consultation with grievance redressal team and negotiate settlements.
• Compliance & Auditing: adhere to RBI guidelines and Fair Practices Code; align with internal policies.
• Partner with legal: initiate statutory actions (Lok Adalat, IBC, Section 138, arbitration).
• Lead and upskill collection specialists to boost metrics.
• Track KPIs; prepare monthly performance scorecards.
• Reporting & Analysis: present recovery metrics and agency performance to vendor/management.

Skills

Customer segmentation

Risk profiling

Bucketing principles

Legal procedures

Tele-calling prowess

Negotiation skills

Education

Graduate

Tools

Excel

PowerPoint

MIS reporting

Job description

Will be responsible to Lead Collections Operations for recovery of outstanding debts and payments of American Express Cards in Delhi and North India out locations markets by managing the outside agency partner network.

They will be leading outside agency collection teams, develop strategies to maximize recovery rates, minimize delinquencies, and ensure compliance with regulatory and legal standards

Further provide feedback to management to improve strategy and governance customized to the local market of operation.

The ideal candidate possesses a deep understanding of banking/NBFC regulations, excellent legal literacy, and exceptional negotiation skills to secure overdue payments ethically.

Responsibilities:

• Strategy Development: Design and implement highly effective collection procedures to improve recoveries and reduce delinquencies.
• Team Leadership: Manage,train, and mentor collection agents or agencies, setting clear recovery targets and evaluating team performance.
• Customer Negotiations: Handle complex, high-value delinquent accounts over call or meeting face to face and negotiate mutually beneficial payment plans to secure funds.
• Complain Management: Ensure All Customer Escalations in Local Market Are Managed End to End in Consultation with the grievance redressal team. Handle escalations and negotiate payment plans, debt restructuring, or OneTime Settlements (OTS) with debtors.
• Compliance & Auditing: Ensure all collection practices strictly adhere to the Reserve Bank of India (RBI) guidelines and Fair Practices Code to maintain ethical recovery standards along with internal company policies.
• Partner with legal team: Initiate statutory actions on identified cases for Lok Adalat, IBC , Section 138 (Cheque Bounce), or arbitration processes.
• Lead and upskill collection specialists and field agents to boost resolution metrics.
• Track daily operational KPIs - Identify Opportunities/Root Cause, Deliver and Monitor Solutions to Improve Overall Performance through analysis on effectiveness of collections, KPI and collector level effectiveness. Prepare and Maintain Monthly Scorecards for Self and The Team.
• Reporting & Analysis: Prepare and present regular reports on recovery metrics, collection efficiency, and agency performance to the vendor & upper management.
• Compliance & Legal
• Team & Performance Management

Qualifications:

• Minimum of 3-5 Years dedicated work experience in Collections and agency management within Indian Banks/NBFCs
• Knowledge of Domestic Market Collections.
• Experience in Field Collections and tele calling.
• Academic Background: Any Graduate

Skills & Competencies

• Hard Skills: Mastery of customer segmentation, risk profiling, bucketing principles, and applicable legal procedures.
• Technical Skills: High proficiency in Tele-calling / Field Collection KPIs, Excel MIS reporting and PowerPoint Presentation.
• Soft Skills: Persuasive communication, conflict resolution, emotional intelligence, and firm situational negotiation capabilities over both Call and face to face meeting.
• Language: Fluency in English and Hindi is mandatory

Preferred Qualifications:

• Result Oriented
• Self-directed with strong interest in the collection business and passionate in driving business results
• Strong thought leadership with ability to incorporate analytical & operational aspects to design & implement innovative solutions to drive performance.
• Sound knowledge of companys products, policies, and operations systems & processes. Proven ability to successfully multitask and constantly juggle priorities.
• Ability To Partner and Influence Vendors, Peers and Management with Excellent Verbal and Written Communication Skills.