National collections manager

Key Responsibilities:
Portfolio Management
Manage and drive collections for Bucket X and Bucket 1 delinquent accounts across all regions.
Own collection performance for a portfolio with an outstanding POS of approximately ₹1,000 Crores.
Monitor delinquency trends, roll rates, collection efficiency, and recovery metrics.
Develop and execute collection strategies to minimize forward flows and improve customer curing rates.
Ensure achievement of monthly, quarterly, and annual collection targets.
Team Leadership & People Management
Lead, mentor, and manage a team of approximately 120 field collection professionals through regional and zonal managers.
Establish a high-performance culture with clear KRAs and accountability.
Drive productivity, engagement, and capability-building initiatives across teams.
Recruit, train, and develop collection talent to strengthen the organizational pipeline.
Conduct regular performance reviews and succession planning.
Vendor & Agency Management
Identify, onboard, and develop new collection agencies/vendors across geographies.
Establish performance scorecards and governance mechanisms for agency management.
Monitor agency productivity, compliance adherence, and cost efficiency.
Drive vendor optimization and improve collection outcomes through strategic partnerships.
Conduct regular reviews and audits of collection agencies.
Strategy & Process Improvement
Design and implement field collection strategies to improve recovery rates.
Leverage analytics and portfolio segmentation to enhance collection effectiveness.
Drive process improvements, automation initiatives, and productivity enhancements.
Collaborate with Risk, Operations, Credit, and Technology teams to strengthen collection processes.
Recommend policy changes based on portfolio performance and market trends.
Compliance & Governance
Ensure adherence to RBI guidelines, fair collection practices, and company policies.
Maintain strong governance and control frameworks across field and agency operations.
Monitor customer complaints and ensure timely resolution.
Conduct regular compliance audits and training programs.
Stakeholder Management
Work closely with senior leadership to provide portfolio insights and action plans.
Collaborate with business, risk, operations, and finance teams to achieve organizational goals.
Present collection performance reviews and strategic recommendations to management.
Key Performance Indicators (KPIs)
Collection Efficiency (%)
Rollback and Resolution Rates
Delinquency Reduction
Forward Flow Control
Agency Productivity
Cost-to-Collect
Team Productivity Metrics
Compliance & Audit Scores
Portfolio Health Indicators
Employee Retention and Engagement
Required Skills & Competencies:
Functional Skills
Collections Strategy & Execution
Early Delinquency Management (Bucket X & Bucket 1)
Field Collections Management
Agency/Vendor Management
Portfolio Analytics
Recovery Operations
MIS & Performance Monitoring
Compliance & Regulatory Understanding
Budget & Cost Management
Leadership Skills
Large Team Management
Performance Management
People Development & Coaching
Change Management
Stakeholder Management
Decision Making
Conflict Resolution
Strategic Thinking
Behavioral Competencies
Strong Result Orientation
High Ownership & Accountability
Problem-Solving Mindset
Execution Excellence
Data-Driven Decision Making
Negotiation & Influencing Skills
Customer-Centric Approach
Qualifications:
Graduate in any discipline; MBA preferred.
Certifications in Collections, Risk Management, or Financial Services will be an added advantage.
Experience:
12–18+ years of experience in Collections within NBFC, Banking, Fintech, or Retail Lending.
Proven experience managing large field collection teams (100+ employees).
Strong track record of handling portfolios exceeding ₹500–1,000 Crores.
Extensive experience in agency/vendor management and nationwide collection operations.
Demonstrated success in improving collection efficiency and controlling delinquency.