Collections Manager

Job description

Managing NPA / delinquent credit card accounts and ensuring timely recovery. Handling collection and recovery targets as per business requirements. Calling customers and following up for overdue payments / PTP (Promise to Pay). Managing field collection agencies and collection executives. Allocating accounts to agencies/executives and monitoring daily performance. Conducting daily/weekly performance reviews and tracking productivity. Monitoring PTP conversion, fresh resolution, collection amount and roll-back. Focusing on high-value/top accounts and difficult-to-trace customers. Coordinating with agencies for field visits, tracing and customer follow-ups. Maintaining daily MIS, collection reports, visit trackers and portfolio movement. Handling customer queries related to outstanding amount, settlement and payment options. Ensuring collection activities are conducted as per bank policy, compliance and regulatory guidelines. Identifying poor-performing agencies/executives and taking corrective action. Coordinating with internal teams such as Legal, Operations, Risk and Customer Service wherever required. Preparing daily/weekly/monthly collection projections and performance reports. Achieving monthly collection and resolution targets while maintaining portfolio quality.