Collection Head and Recovery

Job description

**Role Title :** Head Collections **Role Summary:** The National Collections Head is responsible for driving timely collections, reduction in overdue receivables, recovery of long-pending dues, and legal escalation wherever required across all business segments including B2B, Corporate, Government, Insurance, Institutional and other strategic accounts. The role will ensure a strong governance framework for collections, adherence to defined processes and SOPs, disciplined follow-up on dues, escalation management, dispute closure, and continuous improvement in collection efficiency across the organization. The incumbent will also lead the collections team nationally, drive accountability, and work closely with business, finance, legal, and operations teams to improve cash flow, DSO, and collection effectiveness. **Working with**- Customer Success Head **What the role entails Key accountabilities/ responsibilities** 1. Define and drive the national collections strategy aligned to business, finance, and cash flow objectives. 2. Ensure timely collection of receivables within agreed credit terms and due dates. 3. Establish collection control towers, dashboards, review cadences, and escalation frameworks. 4. Drive standardization of collection processes across business units. 5. Improve collections within due date through systematic follow-up, structured communication, and proactive engagement with customers. 6. Monitor ageing buckets regularly and ensure focused action on overdue, high-value, and critical accounts. 7. Drive reduction in DSO, overdue outstanding, and long-pending receivables. 8. Ensure achievement of monthly, quarterly, and annual collection targets. 9. Review customer-wise payment trends and take corrective actions for delayed collections. 10. Create segment-specific collection strategies based on billing cycles, dispute patterns, contractual terms, and payment behavior. 11. Ensure special focus on complex segments such as Government and Corporate, where documentation, approvals, and payment cycles are more challenging. 12. Design and implement recovery strategies for old outstanding balances and chronic overdue accounts. 13. Initiate legal recovery process in coordination with the legal team for cases where payment recovery is not progressing through normal collection efforts. 14. Recommend account barring / service hold / commercial controls in line with company policy for chronic defaulters. 15. Ensure all collection activities are executed strictly as per approved SOPs, credit policies, collection policies, and internal controls. 16. Work closely with Sales, Business Heads, Operations, Billing, Finance, Legal, and Customer Service teams to improve collection performance. 17. Partner with business teams to ensure customer disputes, service issues, and documentation gaps are resolved quickly. 18. Recommend and implement system improvements to strengthen collection workflows, reminders, escalations, dispute management, and reporting. 19. Drive automation in payment follow-up, dashboarding, ageing analytics, and collection governance. 20. Improve coordination between invoicing, billing, collections, and customer servicing functions. 21. Support digital controls for promise-to-pay tracking, payment confirmation, and legal readiness documentation. **Key Deliverables** 1. Improvement in collections within due date 2. Reduction in DSO 3. Reduction in overdue ageing buckets, especially 60+ / 90+ / 120+ days 4. Recovery of long-pending outstanding dues 5. Closure of disputed invoices within defined timelines 6. Improvement in segment-wise collection efficiency across B2B, Corporate, Government, etc. 7. Adherence to SOPs and collection governance processes 8. Number and value of accounts resolved before legal escalation 9. Effectiveness of legal recovery coordination for chronic overdue cases 10. Accuracy and timeliness of collection MIS and forecasting 11. Team productivity and collection effectiveness **What we are looking for in you** 1. 12–18+ years of experience in collections, receivables management, credit control, or revenue cycle management 2. Strong experience in managing national or multi-regional collections teams 3. Experience in handling collections across segments such as B2B, Corporate, Government, Insurance, Institutional accounts 4. Proven track record in reducing DSO, improving collections, and handling recovery / legal escalation cases 5. Experience in healthcare, diagnostics, hospitals, pharma services, or service industry receivables management preferred **Role Demands (travel)** -Yes, if required **Location**- Mumbai, Vidyavihar