ACM-Collections Retail Front End - Hyd

Job Description

Job Description

Reporting To: Zonal / Regional Collection Head

Role Overview

The Area Collection Manager is responsible for managing frontend retail collections across the assigned geography. The role involves leading a team of Collection Managers and external collection agencies, ensuring timely recoveries, compliance with regulatory norms, and high-quality customer engagement while maintaining portfolio health.

• Manage and oversee front-end retail collections (Buckets 0–90 / Early to Mid DPD, as applicable) across the assigned area
• Lead, mentor, and monitor a team of Collection Managers, field officers, and channel partners
• Manage and control collection agencies, including onboarding, performance review, allocation, and incentive management
• Achieve monthly collection efficiency, resolution, and roll-back targets
• Track delinquency levels, bucket movement, and aging trends; initiate corrective action plans
• Ensure compliance with RBI guidelines, company policies, and ethical collection practices
• Conduct regular field visits and joint calls to support teams and agencies
• Review daily MIS, dashboards, and performance reports; share insights and action plans
• Handle escalations, customer complaints, and sensitive recovery cases professionally
• Coordinate with Sales, Credit, and Operations teams to improve portfolio quality and prevent future delinquencies
• Drive training and capability building for internal teams and agency staff
• Ensure accurate documentation and system updates for all collection activities

• Strong understanding of retail loan products (Personal Loans, LAP, Home Loans, Auto Loans, etc.)
• Hands-on experience in front-end collections operations
• Team leadership and agency management skills
• Ability to work with data, MIS, and performance metrics
• Strong negotiation, customer handling, and conflict resolution skills
• Sound knowledge of legal and regulatory frameworks related to collections
• High integrity with a customer-centric yet firm approach

• 8–15 years of experience in retail collections within Banking / NBFCs
• Minimum 3–5 years in a people and agency management role
• Graduate / MBA preferred
• Prior experience handling Hyderabad / Telangana market is an added advantage