ACM_Retail Unsecured Flows_Hyd

Job description

****Job Description: Area Collection Manager – Retail Unsecured (Flow Collections)**** **Location:** Hyderabad **Role Type:** Team Handling + Agency Management **Business Unit:** Retail Unsecured Loans – Flow Collections (DPD 1–90) ****Role Summary**** The Area Collection Manager (ACM) – Retail Unsecured Flow Collections is responsible for managing early?stage delinquency (0–90 DPD) for unsecured loans in the Hyderabad region. The role includes managing a team of Collection Managers/Executives, supervising external collection agencies, ensuring high?quality field operations, and driving portfolio resolution while adhering to compliance and fair practices. ****Key Responsibilities**** ****1. Flow Collections Management**** - Drive collections for retail unsecured flow buckets (0–90 DPD). - Achieve monthly resolution, roll-back, and flow rate targets. - Ensure prompt follow-ups, customer connects, field visits, and payment closures. - Implement bucket-wise strategies to reduce delinquency and improve portfolio health. ****2. Team Handling**** - Lead and manage a team of Collection Managers / Field Executives. - Track team productivity: calls, visits, promises-to-pay, and resolutions. - Conduct daily and weekly review meetings to monitor bucket performance. - Provide coaching on negotiation, skip tracing, objection handling, and customer engagements. ****3. Agency Management**** - Manage multiple collection agencies across Hyderabad. - Allocate and monitor agency loads, performance, and resolution efficiency. - Ensure agencies follow compliance, RBI fair collection practices, and company code of conduct. - Conduct agency audits, scorecards, and periodic performance evaluations. ****4. Portfolio Analysis & Risk Control**** - Analyze delinquency trends and identify high-risk accounts. - Work with risk, credit, and analytics teams to address problem segments. - Resolve escalated or sensitive accounts with tact and policy understanding. - Control forward flows and improve roll-back rates. ****5. Customer Interaction & Issue Resolution**** - Handle escalations, disputes, settlement discussions, and special cases. - Ensure smooth customer experience while maintaining recovery focus. - Promote voluntary payment channels and digital collections. ****6. Reporting & MIS**** - Maintain accurate MIS for: - Daily collections - Bucket-level performance - Team productivity - Agency performance scorecards - Share daily, weekly, and monthly dashboards with senior leaders. - Ensure data accuracy and audit readiness. ****Skills & Competencies**** - Strong understanding of unsecured loans & flow collections - Experience managing agencies and large field teams - Excellent negotiation and customer handling skills - Knowledge of RBI guidelines and fair collection practices - Analytical ability to read delinquency & portfolio trends - Strong communication, leadership, and people management - Proficiency in Excel, dashboards, and collections systems (dialer/CRM) ****Qualifications & Experience**** - Graduate (MBA preferred) - 5–10 years of experience in unsecured collections - 2+ years of team-handling experience - Preferred: Experience managing agencies and flow buckets in metro markets like Hyderabad