Collections Team Lead

We are looking for a proactive, analytical, and target-driven City Manager – Collections to manage external field collection agencies and drive recovery across assigned cities. The role focuses on delinquent customer accounts in the 30+ Days Past Due (DPD) buckets, with case-by-case reviews, clear agency targets, and structured field execution. The primary objective is to prevent accounts from rolling into 60+ DPD while driving payment recovery and furniture recovery wherever applicable.
Key ResponsibilitiesField Collections & Recovery
· Own collection performance for assigned cities, focusing on customers in 30+ DPD buckets.
· Prioritize accounts approaching 60 DPD and minimize roll-forward into 60+ DPD and higher buckets.
· Review delinquent cases with agencies using payment history, customer commitments, contactability, visit outcomes, and recovery potential.
· Set daily, weekly, and monthly recovery targets for agencies and monitor achievement.
· Drive payment recovery and furniture recovery in eligible cases, following company policy and approved processes.
· Ensure timely follow-up on broken payment promises, repeat delinquencies, untraceable customers, and high-risk accounts.
Agency Management
· Manage external collection agencies and coordinate with agency managers and field executives across assigned cities.
· Allocate cases based on DPD bucket, geography, agency capacity, case priority, and recovery potential.
· Review case progress, customer contact, visits, payment commitments, actual recoveries, and agency productivity.
· Identify underperforming agencies and implement corrective action plans to improve recovery outcomes.
· Ensure agency personnel follow company guidelines and submit accurate field visit updates.
Case Analysis & Recovery Strategy
· Analyse reasons for non-payment, customer payment behaviour, previous follow-ups, and field visit outcomes.
· Develop city-wise, agency-wise, and bucket-wise strategies to improve recovery and prevent further delinquency.
· Prioritize high-risk cases and define the next action, owner, and deadline for each case.
Performance Tracking & Reporting
· Track daily collections, overdue amounts, case resolution, roll-forward/roll-back rates, and recovery efficiency.
· Prepare daily trackers and periodic reports on agency productivity, pending cases, high-risk accounts, and target achievement.
· Conduct regular agency performance reviews and present recovery gaps and corrective action plans to management.
Furniture & Asset Recovery
· Coordinate eligible furniture recovery with agencies and internal operations teams, including documentation and handover.
· Maintain accurate records of recovered assets, case status, and pending actions; coordinate safe handling and disposition where applicable.
Compliance & Customer Experience
· Ensure compliance with applicable RBI guidelines, company policies, customer agreements, and fair collection practices.
· Monitor and escalate complaints or disputes relating to field visits, payment collection, and recovery activities.
· Ensure payments are collected only through approved channels and receipts and transactions are accurately recorded.
· Escalate sensitive, disputed, or legally complex cases to the appropriate internal teams.
Key Performance Indicators (KPIs)City & Agency Performance
· 30+ to 60+ DPD roll-forward rate: Minimize movement of overdue customers into 60+ DPD buckets.
· Collection efficiency: Achieve assigned daily, weekly, and monthly recovery targets.
· Case resolution rate: Increase the percentage of overdue accounts resolved within the target period.
· Agency productivity: Improve recovery performance, visit effectiveness, and case closure.
· Promise-to-pay fulfilment: Improve conversion of customer payment commitments into actual payments.
· Furniture recovery: Achieve assigned recovery targets for eligible asset-recovery cases.
· Overdue reduction and compliance: Reduce outstanding overdue amounts while maintaining accurate reporting and policy adherence.
Required Skills & QualificationsCandidate Requirements
· Minimum 3 years in field collections, loan recovery, or agency management, preferably with an NBFC, bank, fintech lender, or consumer finance business.
· Experience managing external collection agencies and delinquent customer accounts in 30+ DPD buckets.
· Strong analytical skills and the ability to review individual cases, identify gaps, and turn data into actionable collection plans.
· Strong communication, negotiation, coordination, and stakeholder-management skills.
· Working proficiency in MS Excel or Google Sheets for case tracking, allocation, and collection MIS.
· Familiarity with collection management systems, CRM/LMS platforms, and mobile field collection applications.
· Hindi and English communication skills are mandatory; Kannada proficiency is an added advantage.
· Willingness to travel locally and conduct field visits when required.
Ideal Candidate ProfileWhat Success Looks Like
· A hands-on, data-driven professional who takes ownership of city-level recovery performance, holds agencies accountable, and follows through on individual cases.
· Someone who can identify why collections have failed, agree on a specific next action and deadline with the agency, and execute a structured plan to improve recovery and prevent accounts from ageing beyond 60 DPD.

Work arrangement
No