Sr Analyst

American Express; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Medical, dental, vision, lifeinsurance

Flexible working model

Job summary

American Express seeks a seasoned Collections Operations Lead to drive recovery strategies for Delhi and North India markets. You will lead outside agency teams, design procedures to maximize recoveries, and ensure adherence to RBI guidelines and Fair Practices Code, while collaborating with legal and grievance teams to resolve cases efficiently.

You will oversee performance through KPI tracking, monthly scorecards, and regular reporting to management while mentoring collection agents and

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

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

Skills

Customer segmentation

Risk profiling

Bucketing principles

Legal procedures

Tele-calling

Field collection KPI

Excel MIS reporting

PowerPoint

Persuasive communication

Conflict resolution

Emotional intelligence

Negotiation

English

Education

Graduate

Tools

Excel

PowerPoint

Job description

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.

Description

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

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 KPI’s, 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 company’s 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.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

About The Team

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.