Collection Manager

Collection Manager

A B O U T O O L K A

Company is an AI-led collections company. It helps banks, NBFCs and fintechs recover overdue retail loans, combining AI-driven

outreach across digital, voice and messaging channels with human calling teams and agency partners, while keeping the borrower

experience fair and compliant.

R O L E O V E R V I E W

The Collection Manager owns collection performance across lender portfolios. The role runs internal calling teams and

external agency partners, brings delinquency down, and keeps recovery targets on track. It calls for hands-on leadership, data-led

portfolio management, and disciplined execution, with every customer interaction held to fair-practice and regulatory standards.

K E Y R E S P O N S I B I L I T I E S

Operations & Strategy

Build collection strategies for each portfolio to hit monthly and quarterly recovery targets.

Run and tune dialer campaigns and outreach workflows to get the most out of calling capacity.

Keep improving scripts, workflows and contact strategies to lift resolution rates.

Step in on high-value delinquent accounts to negotiate settlements and clear complex escalations.

Team & Agency Leadership

Manage the day-to-day work of tele-calling teams and agency partners, keeping productivity and morale high.

Coach and develop Team Leaders, calling agents and external recovery partners.

Hire, onboard and train calling talent as the operation grows.

Hold regular portfolio reviews with collectors and agency partners to track pool performance.

Portfolio Analysis & Performance

Steer allocations using portfolio trends, resolution metrics and bucket movement.

Read daily, weekly and monthly MIS reports to spot emerging risk early and act on it.

Shape recovery strategy to bring down cost of collection and lift overall recoveries.

Governance & Collaboration

Keep all collection activity within RBI guidelines, fair-practice norms and internal policy.

Work closely with Legal, Product, Tech and Risk so collections stay aligned with the wider business.

Keep leadership and operating partners informed so execution runs smoothly.

Q U A L I F I C A T I O N S & E X P E R I E N C E

Experience: Proven record managing tele-calling teams and collections operations, ideally in fintech, NBFC or banking.

Technical proficiency: Working knowledge of dialer platforms, collection workflows and MIS analytics.

Domain expertise: Familiarity with early-to-late stage recovery, bucket movement and statutory compliance requirements.