Collection Manager

Collection Team Leader – KRA

1. Team Performance & Target Achievement

Ensure team meets or exceeds monthly/weekly collection targets

Monitor individual agent productivity and recovery ratios

Drive PTP (Promise to Pay) conversions into actual payments

2. Portfolio & Bucket Management

Manage assigned DPD buckets (0–30 / 31–60 / 61–90 / NPA)

Focus on high-risk and high-value accounts

Reduce roll-forward and bounce cases

3. Quality & Compliance

Ensure 100% adherence to RBI & company collection guidelines

Control customer complaints, misbehavior, and audit observations

Maintain call quality and ethical recovery practices

4. Team Handling & People Management

Daily allocation of cases to team members

Conduct morning huddles, reviews, and feedback sessions

Motivate team through incentives, coaching, and recognition

5. Training & Skill Development

Train new joiners on scripts, negotiation, and system usage

Regular refreshers on soft skills and objection handling

Identify low performers and execute improvement plans

6. MIS, Reporting & Analysis

Prepare and submit daily / weekly / monthly MIS

Track KPIs like PTP kept %, contactability, resolution rate

Analyze trends and suggest corrective actions

7. Customer Resolution & Escalations

Handle complex cases and escalations

Negotiate settlements and closures as per policy

Coordinate with legal / field collection teams if required

8. Process Improvement

Identify gaps in collection strategy

Suggest improvements to increase recovery and reduce attrition

Support management in pilot initiatives or new campaigns

Key KPIs Linked to KRA

Collection % achievement

PTP kept ratio

Resolution rate

Agent productivity

Compliance score

Complaint ratio

If you want, I can also:

Shorten this into resume-ready points

Convert it into a formal JD

Customize it for bank / NBFC / fintech / tele-collection / field collection

• It is a Full Time Sales / Business Development job for candidates with 2 - 5 years of experience.