Recovery Operations Manager

Job description

**Role Overview** The **Recovery Operations Manager (ROM)** will lead end-to-end recovery operations across assigned regions, managing both **Field Recovery** and **Tele-Collections** teams to achieve recovery and collection targets. The role is responsible for overseeing complex recovery cases, driving operational excellence, improving recovery efficiency, ensuring compliance with company policies, and collaborating with cross-functional teams to minimize business losses. **Key Responsibilities** - Lead end-to-end recovery operations across assigned regions, ensuring achievement of recovery and collection targets. - Manage and mentor Field Recovery and Calling/Tele-Collections teams, driving performance through regular reviews and coaching. - Oversee complex recovery cases, including stolen, impounded, non-operational, and overdue assets, ensuring timely resolution. - Monitor recovery performance, delinquency trends, and case aging through MIS and dashboards, implementing corrective actions where required. - Conduct field visits for critical recovery cases, escalations, and business reviews as needed. - Collaborate with Operations, Finance, Risk, Legal, and City teams to resolve recovery issues and improve portfolio performance. - Ensure adherence to company SOPs, compliance guidelines, and regulatory requirements across all recovery activities. - Manage customer and internal escalations, driving timely and effective resolutions. - Maintain accurate recovery records, documentation, and audit-ready reports. - Identify process improvement opportunities to enhance recovery efficiency, reduce pendency, and optimize operational performance. - Present regular recovery performance updates and business insights to leadership. **Key Requirements** - Bachelor's degree in any discipline; masters degree is preferred. - 7+ years of experience in Recovery Operations, Collections, Asset Recovery, Field Operations, or Portfolio Management. - Minimum 2–3 years of experience managing Field Recovery and Calling/Tele-Collections teams. - Proven experience in handling large recovery portfolios and driving recovery performance. - Strong leadership and people management skills with experience managing geographically distributed teams. - Excellent negotiation, conflict resolution, and stakeholder management capabilities. - Strong analytical and problem-solving skills with data-driven decision-making ability. - Experience in performance tracking, MIS reporting, and operational dashboards. - Willingness to travel extensively for field visits and business reviews. - Proficiency in MS Excel, Google Sheets, and reporting tools is mandatory. **Preferred Experience** - Experience in Electric Vehicles (EV), Mobility, Fleet Operations, FinTech, NBFC, Banking, Logistics, or Asset Financing. - Hands-on experience in vehicle recovery, asset management, repossession, or field collections. - Knowledge of recovery compliance, legal recovery processes, and operational governance. - Experience managing third-party recovery agencies or vendor partners is an added advantage. - Exposure to CRM, Collections Management Systems, or Recovery Management Platforms. **Why Join Us?** - Be part of India's fastest-growing EV ecosystem. - Work with a high-impact operations team driving sustainable mobility. - Opportunity to build and scale service operations for a rapidly expanding two-wheeler fleet. - Fast-paced environment with significant learning and career growth opportunities.