Senior Manager - Collections and Recovery Operations

SENIOR MANAGER-COLLECTION-KERALA NORTH Lead regional collection operations across regions to achieve monthly and annual overdue recovery targets across all buckets. Drive field productivity by ensuring customer and guarantor visits meet prescribed KPIs and maintaining strong follow-up discipline. Oversee calling operations, ensuring daily call targets (customer/guarantor/combined) are met in line with KRA benchmarks. Monitor portfolio health, track DPD movement, reduce roll-forward rates, and control NPA formation through timely interventions. Ensure accurate KYC, income document checks, and field verification, maintaining high compliance and authenticity standards. Handle escalated cases, negotiate settlements, and ensure customer-focused yet effective recovery resolutions. Manage and supervise collection teams & agencies, ensuring ethical practices, performance monitoring, and adherence to SOPs. Coordinate legal and repossession activities, including notices, arbitration, repossessions, storage, and auction processes. Conduct regular field audits and branch visits to evaluate operational gaps, verify documentation, and strengthen process compliance. Prepare and review MIS reports, providing leadership with insights on regional performance, risk areas, and improvement strategies.