Key Responsibilities

1. Team Leadership: Lead, mentor, and supervise a team of collection officers and agents within the designated area, providing guidance, coaching, and support to achieve collection targets and KPIs.
2. Collection Strategy: Develop and implement collection strategies and initiatives to optimize recovery rates, reduce
   delinquencies, and minimize credit losses, leveraging data analytics and industry best practices.
3. Portfolio Analysis: Monitor portfolio performance, analyze delinquency trends, and identify areas for improvement,
   developing proactive strategies to address potential defaults and mitigate credit risks.
4. Customer Engagement: Establish and maintain effective communication channels with delinquent customers,
   negotiating payment arrangements, and resolving payment disputes to facilitate debt recovery.
5. Compliance Adherence: Ensure compliance with regulatory requirements, company policies, and industry best practices in collection activities, adhering to fair debt collection practices and maintaining confidentiality of
   customer information.
6. Performance Monitoring: Monitor collection performance metrics, track KPIs, and prepare reports for senior management, providing insights and recommendations for process improvement and risk mitigation.
7. Training and Development: Conduct training sessions for collection staff to enhance their skills and knowledge in negotiation techniques, conflict resolution, and regulatory compliance, fostering professional development and growth within the team.
8. Vendor Management: Manage relationships with external collection agencies, law firms, and repossession agents, negotiating service agreements, monitoring performance, and ensuring adherence to service level agreements
   (SLAs).
9. Technology Integration: Collaborate with IT and software development teams to enhance collection systems and tools, implementing automation and digital solutions to improve efficiency and effectiveness.
10. Stakeholder Collaboration: Collaborate with cross-functional teams, including credit, underwriting, legal, and operations departments, to coordinate efforts in managing delinquencies, resolving disputes, and implementing collection strategies.

Qualification

• Bachelor’s degree in business administration, finance, or related field; MBA or equivalent qualification preferred.
• 5+ years of experience in collection management, preferably in the financial services industry or NBFC sector.
• Strong leadership and people management skills, with the ability to motivate and inspire teams to achieve collection targets and deliver exceptional results.
• Analytical mindset with proficiency in data analysis tools and techniques, and the ability to derive actionable insights from collection data.
• Excellent communication and negotiation skills, with the ability to build rapport with customers and negotiate payment arrangements.
• Results-oriented mindset with a focus on achieving collection targets, reducing delinquencies, and maximizing recovery rates.
• Proficiency in MS Office Suite and familiarity with collection management software and systems.