Regional Collections Manager

We are seeking an experienced and results-driven Regional Collections Manager to lead collections, recovery, portfolio management, and field operations across the assigned region.

The role will be responsible for driving collection efficiency, reducing delinquency, improving portfolio quality, managing collection teams and agencies, and ensuring achievement of regional collection and recovery targets.

The ideal candidate will have strong experience in collections, recovery, field operations, banking, NBFC, fintech, lending, consumer finance, or related financial services. The candidate should possess strong leadership, analytical, negotiation, stakeholder management, and execution capabilities, along with a strong understanding of collection processes, delinquency management, and regional market dynamics.

• Develop and execute regional collection strategies aligned with business and portfolio objectives.

• Own collection and recovery performance for the assigned region.

• Drive achievement of monthly, quarterly, and annual collection targets.

• Monitor portfolio performance across different delinquency buckets and customer segments.

• Track DPD movement, roll-forward, roll-back, resolution, recovery, and collection efficiency.

• Identify high-risk and delinquent portfolios and implement corrective action plans.

• Develop geography-specific collection strategies based on portfolio characteristics and market conditions.

• Drive timely resolution of overdue and delinquent accounts.

• Monitor portfolio trends and proactively identify emerging collection risks.

• Ensure effective allocation of accounts across branches, field teams, and collection agencies.

Lead and manage Area Collection Managers, Branch Collection Managers, Collection Officers, and field collection teams across the region.

Set clear performance targets and KPIs for collection teams.

Conduct regular performance reviews and drive accountability across the team.

Monitor individual and team-level productivity.

Develop action plans for underperforming employees and teams.

Coach and mentor collection managers and field teams to improve performance.

Ensure optimum manpower deployment based on portfolio size, geography, and collection requirements.

Manage team attendance, productivity, attrition, and field coverage.

Build a performance-driven and disciplined collection culture.

Identify training and capability-development requirements and ensure appropriate interventions.

Develop collection strategies across early, mid, and late-stage delinquency buckets.

Drive preventive and corrective collection initiatives to minimize roll-forward.

Improve contactability, promise-to-pay conversion, payment realization, and account resolution.

Develop strategies for chronic overdue, high-value, and difficult-to-collect accounts.

Conduct regular field visits to understand market-level challenges and collection effectiveness.

Support teams in resolving critical and escalated customer accounts.

Identify operational gaps impacting collection performance and implement corrective measures.

Continuously improve collection processes, productivity, and field execution.

Manage third-party collection and recovery agencies operating across the region.

Identify and evaluate agency performance based on portfolio coverage, productivity, recovery, and compliance.

Allocate portfolios and targets to agencies based on capability and historical performance.

Monitor agency-level collection performance and productivity.

Conduct regular performance reviews with collection agencies.

Develop corrective action plans for underperforming agencies.

Ensure agencies comply with company policies, collection processes, customer communication standards, and applicable regulatory requirements.

Maintain strong relationships with agency partners while ensuring performance and accountability.

Monitor agency manpower, field activity, productivity, and account coverage.

Monitor daily, weekly, and monthly collection performance through MIS and dashboards.

Track key collection metrics including:

• Collection Efficiency

• Collection Achievement

• DPD/Bucket Movement

• Roll Forward / Roll Back

• Resolution Rate

• Recovery Rate

• Promise-to-Pay and PTP Conversion

• Contactability

• Collector Productivity

• Agency Productivity

• Portfolio Coverage

Analyze collection trends and identify performance gaps.

Prepare regional performance reports and provide actionable insights to senior management.

Develop forecasts and track performance against monthly, quarterly, and annual collection plans.

Use data and analytics to optimize manpower, portfolio allocation, agency deployment, and collection strategies.

Ensure accuracy and timely submission of collection MIS.

Conduct regular market and field visits across the assigned geography.

Understand local customer behavior, market dynamics, and collection challenges.

Monitor field collection activities and ensure effective geographic coverage.

Identify high-risk locations, customer segments, and portfolios requiring additional intervention.

Develop localized collection strategies based on regional market conditions.

Ensure effective coordination between branches, field teams, agencies, and regional management.

Drive productivity improvements through effective route planning, account allocation, and field deployment.

Ensure professional and appropriate customer communication throughout the collection lifecycle.

Handle escalated and sensitive customer cases in coordination with relevant internal teams.

Work with Customer Service, Operations, Risk, Legal, and other stakeholders to resolve customer and account-level issues.

Monitor collection-related customer complaints and ensure timely resolution.

Identify recurring customer issues and recommend process improvements.

Maintain high standards of customer conduct and service during collection activities.

Ensure all collection activities are conducted in accordance with company policies, internal processes, and applicable regulatory guidelines.

Ensure collection teams and agencies follow approved communication and field-visit practices.

Maintain zero tolerance for unauthorized, unethical, or inappropriate collection practices.

Monitor compliance across employees and third-party agencies.

Support internal and external audits related to collection operations.

Ensure appropriate documentation and reporting of collection activities.

Identify operational and compliance risks and implement appropriate mitigation measures.

Work closely with Credit, Risk, Sales, Operations, Legal, Customer Service, Finance, Technology, and other internal teams.

Share portfolio insights and collection trends with relevant stakeholders.

Coordinate with Credit and Risk teams on high-risk and deteriorating portfolios.

Work with Legal teams on accounts requiring legal or recovery intervention.

Coordinate with Operations and Technology teams to resolve system, process, and collection-related issues.

Provide feedback to business and product teams based on customer and field-level insights.

Support development and implementation of collection policies, processes, and operating models.

Drive recovery initiatives for overdue, delinquent, and chronic accounts.

Develop focused strategies for high-value and high-risk accounts.

Monitor recovery performance across different delinquency stages.

Coordinate with internal legal and recovery teams wherever required.

Drive settlement, resolution, and payment realization within approved company policies.

Identify accounts requiring specialized recovery intervention.

Improve overall resolution and recovery rates across the assigned portfolio.

Bachelor's degree in Business Administration, Finance, Commerce, Economics, or a related field.

MBA/PGDM in Finance, Business Management, Operations, or a related discipline is preferred.

10+ years of relevant experience in Collections, Recovery, Field Operations, Banking, NBFC, Fintech, Lending, Consumer Finance, or related financial services.

Proven experience managing regional or multi-location collection operations.

Experience managing large field collection teams and third-party collection agencies.

Strong track record of achieving collection, recovery, productivity, and portfolio-performance targets.

Experience managing delinquent retail loan portfolios across multiple geographies.

Experience working with senior stakeholders across business, risk, operations, credit, legal, and customer service functions.

Strong understanding of collection and recovery processes.

Good understanding of delinquency management and portfolio performance.

Strong knowledge of bucket-wise collection strategies and field collection operations.

Strong people-management and leadership capabilities.

Excellent negotiation and communication skills.

Strong analytical and problem-solving capabilities.

Ability to identify collection risks and develop corrective action plans.

Strong understanding of collection MIS, dashboards, and performance metrics.

Ability to manage multiple branches, teams, agencies, and geographies simultaneously.

Strong execution orientation and ability to work under pressure.

• Experience working with banks, NBFCs, fintechs, digital lenders, consumer finance companies, or other financial services organizations.

• Exposure to personal loans, business loans, consumer loans, two-wheeler/four-wheeler finance, credit cards, LAP, or other retail lending products.

• Experience managing large-scale digital or field collection operations.

• Understanding of technology-enabled collections and digital payment channels.

Strong understanding of the Odisha market, particularly Bhubaneswar and surrounding districts.

Experience managing multi-location collection teams across a region.

Strong knowledge of local market dynamics and customer behavior.

Existing understanding of collection agency and field-force ecosystems in the region.

Willingness to travel extensively across the assigned geography.

Strong proficiency in Microsoft Excel and collection MIS.

Familiarity with Power BI, Tableau, or similar reporting and analytics tools is preferred.

Ability to analyze collection trends, delinquency movement, productivity, recovery, and portfolio performance.

Experience with collection management systems, CRM, dashboards, LOS/LMS, or field-force management platforms.

Strong understanding of collection KPIs, productivity metrics, and portfolio analytics.

Opportunity to lead and scale regional collections operations in a fast-growing financial services organization.

Exposure to digital lending, fintech, NBFC, and innovative financial products.

Opportunity to manage large teams and complex regional portfolios.

Significant ownership of collection efficiency, recovery, and portfolio performance.

Opportunity to build and implement innovative collection strategies and operating models.

Collaborative, performance-driven, and growth-focused culture.

Continuous learning, leadership development, and career growth opportunities.

Competitive compensation and benefits.

Position: Regional Collections Manager

Employment Type: Full-Time

Experience Level: Senior Level (10+ Years)

Location: Bhubaneswar, Odisha

Travel: Extensive travel across the assigned region

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This job description is intended to outline the general nature and key responsibilities of the position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. The responsibilities and qualifications described may be subject to change, and other duties may be assigned as needed. Employment is at-will, meaning the employee or the employer may terminate the employment relationship at any time, with or without cause, and with or without notice.

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