Collection Manager

Role Overview

• Position Type: Middle Management (bridges Collection Advisors/Agents and Senior Management/Collections Head)
• Primary Focus: Driving debt write-offs/settlement volumes, optimizing waiver/discount matrices, negotiating high-value or escalated accounts, and maintaining high team contactability.

Key Responsibilities

• Settlement Target & Metric Management
• Drive overall settlement numbers to achieve monthly/quarterly recovery and resolution targets (often aiming for high success rates above 95% on assigned pools).
• Monitor settlement conversion ratios, average settlement yield/value, and initial-to-final offer improvement rates.
• Team Leadership & Coaching
• Provide daily work direction, shift management, and floor support for collection officers handling negotiations.
• Conduct regular side-by-sides, call-listening sessions, and coaching to improve negotiation, objection-handling, and closing skills.
• Track login schedules, adherence, and individual productivity metrics.
• Policy, Waiver & Escalation Handling
• Review and approve special settlement/waiver proposals within delegated financial authority limits.
• Handle escalated customer disputes, financial distress claims, or complex multi-product debt profiles.
• Coordinate with internal departments (Finance, Risk, Legal, and Credit Operations) to clear payment receipts, account closures, and NOC (No Objection Certificate) issuances.
• Compliance & Quality Auditing
• Ensure all settlement negotiations adhere to fair debt collection practices, banking/regulatory norms (such as RBI/local guidelines), and internal data privacy policies.
• Monitor call recordings and documentation to prevent aggressive or non-compliant behavior by agents.
• Reporting & Forecasting
• Prepare daily, weekly, and monthly settlement trackers, bucket flow analysis, and loss-forecasting reports for senior management.