Collections Manager

Job description

Role & responsibilities We are looking for an experienced and results-driven Collections Manager to lead collections for unsecured personal loans and business loans. The ideal candidate will have hands-on experience in managing both in-house teams and external collection agencies/vendors. This role requires strong leadership, compliance awareness, and the ability to drive recovery performance while maintaining a customer-centric approach. Key Responsibilities: • Lead and manage end-to-end collections for unsecured personal and business loan portfolios. • Develop, implement, and monitor collection strategies to reduce delinquency and improve recovery rates. • Manage a team of in-house collection officers and ensure daily, weekly, and monthly performance targets are met. • Oversee and coordinate with third-party collection vendors/agencies across multiple geographies. • Monitor vendor performance, ensure adherence to SLAs, and take corrective action where necessary. • Ensure collections processes are compliant with regulatory and company standards, including fair practices and data privacy norms. • Analyse portfolio performance, bucket-wise delinquency trends, and suggest process improvements. • Collaborate with credit, legal, and operations teams to resolve disputes, handle escalations, and pursue legal recovery when required. • Provide MIS reports and dashboards to senior leadership with insights and recommendations. • Train and motivate team members to maintain high standards of collection efficiency and customer interaction. Qualifications and Skills: • Bachelors degree in Finance, Business, or a related field. MBA or equivalent preferred. • 4 to 8 years of experience in retail loan collections, with at least 2 to 3 years in managing unsecured loans. • Proven experience in managing both in-house collection teams and external vendors. • Strong knowledge of collections strategy, skip tracing, and legal recovery processes. Preferred candidate profile