Team Management: Lead, mentor, and manage a team of collection agents responsible for personal loan
collections. Ensure team members meet performance targets and follow the collection process effectively.
Collections Strategy: Develop and implement strategies to reduce delinquency rates, including structured
follow-ups, recovery initiatives, and providing solutions to borrowers to clear outstanding dues.
Customer Engagement: Engage with customers directly or through your team to ensure timely payment of
loans. Address customer concerns and resolve issues in a professional and efficient manner.
Collection Performance Analysis: Monitor and analyze collection performance regularly through reports and key
performance indicators (KPIs). Ensure continuous improvement in recovery rates and reduce non-performing
assets (NPAs).
Compliance & Regulations: Ensure all collection activities adhere to legal guidelines, internal policies, and
industry regulations. Maintain high ethical standards while managing customer relationships.
Coordination with Other Departments: Collaborate with Sales, Risk, and Legal teams to develop solutions for
challenging collections and improve overall portfolio health.
Reporting & Documentation: Prepare detailed reports on collection progress, including strategies,
achievements, and areas for improvement. Report to senior management on collection efficiency and trends.
Training & Development: Conduct regular training sessions for the collections team on best practices, tools, and
legal requirements for debt recovery.
Key Requirements
Education: Graduate or Post-graduate in any discipline. MBA or similar qualifications in finance would be an
added advantage.
Experience: 5+ years of experience in collections management, preferably in the financial services or lending
sector. Experience in personal loan collections is highly desirable.
Leadership: Proven experience in managing and leading a team of collections agents.
Knowledge: Strong understanding of the personal loan product, loan recovery processes, and legal frameworks
governing collections.
Skills
Strong communication and negotiation skills.
Analytical mindset with the ability to interpret data and develop strategies.
Proficiency in MS Office (Excel, PowerPoint, Word).
Familiarity with collection management systems and CRMs.
Excellent interpersonal skills and ability to build relationships with customers and internal teams.
Strong decision-making and problem-solving abilities.
Ability to work under pressure and meet targets within defined timelines.
Self-motivated with a result-oriented approach.
High level of integrity and professionalism.
