Collection Manager

Lead and manage the collections operations across the company, ensuring timely and effective recovery of dues, maintaining portfolio quality, and optimizing collection strategies and oversees the full lifecycle of delinquent accounts, designs segmentation-based recovery approaches, and ensure regulatory compliance in all collection activities. This role drives early, mid, and late-stage recovery initiatives and collaborates with cross-functional teams to manage risk, enhance cash flow, and reduce non-performing assets.

Responsibilities

• Design and implement the end-to-end collections strategy, segmenting by risk profile, delinquency stage, and product type to maximize recovery effectiveness. 
• Monitor and manage the overall collection performance, setting targets, and tracking KPIs including recovery rates, PAR/NPL ratios, and operational costs. 
• Lead the internal collections team and manage external collection agencies to ensure consistent recovery standards and high performance. 
• Develop and enforce collections policies, procedures, and compliance controls in line with FRA, CBE, and internal governance standards. 
• Supervise skip tracing, legal follow-ups, and account escalation processes for high-risk and long outstanding accounts. 
• Ensure early warning mechanisms are in place by tracking borrower behavior and credit trends in coordination with Credit and Risk teams. 
• Manage legal recovery efforts by coordinating with Legal and Litigation units on case filing, settlement offers, and court execution.
• Implement and optimize collection technology tools (dialers, CRM, SMS/email automation) to increase agent efficiency and customer reach. 
• Conduct root cause analysis on delinquency patterns and recommend preventive actions in product design, customer onboarding, or credit approval processes. 
• Develop restructuring and settlement strategies that balance recovery objectives and customer retention. 
• Ensure agents are properly trained and monitored for adherence to ethical and legal guidelines. 
• Collaborate with the Head of Credit and Fraud teams to identify high-risk customers and intervene early. 
• Create collection scorecards and dashboards to monitor daily performance at the team and individual level. 
• Maintain a strong control environment with robust documentation, audit trails, and operational resilience plans. 
•  Prepare periodic reports on collection trends, challenges, and initiatives for CCCO and executive leadership. 
• Support budgeting, cost control, and resource planning for the collection function. 
• Develop and implement capacity planning to meet peak demand in collections operations. 
• Benchmark against industry peers and introduce best practices to improve recovery performance. 
• Foster a performance-driven, customer-conscious, and compliant culture across the collection workforce.

Qualifications

• Bachelor’s degree in finance, Accounting, Business Administration, or Law 
• Specialized training in debt recovery, negotiation, or legal recovery is an advantage
• Minimum 10 years of experience in collections or recovery in financial services 
• At least 4 years in managerial capacity leading large teams or portfolios 
• Experience with external agencies and legal recovery cases 
• Proven track record of achieving collection and NPL reduction targets
•  Strategic collections planning and execution 
• Negotiation, conflict resolution, and customer communication 
• Familiarity with legal and regulatory frameworks in collections. 
• Analytical mindset and data-driven decision making.
• Strong leadership and performance management.
• Process improvement and automation focus.