Zonal Collections Manager_SUPPORT SERVICES_0139_5031_1100022_HRR

Zonal Collection Manager – Support Services Collection

Reporting To - National Collection Head

Key Responsibilities

Collections \& Portfolio Management

• Own and manage collection performance for the Car loan portfolio across the assigned region.
• Ensure achievement of collection targets (Current, Bucket-wise, GNPA/NNPA) .
• Monitor early delinquency (0–30 days) and overdue movement across buckets.
• Drive reduction in roll-forwards and improve resolution of chronic delinquent accounts.

Team Leadership \& Vendor Management

• Lead and mentor Area Collection Managers, Team Leaders, and Field Officers .
• Appoint, manage, and review performance of external collection agencies .
• Conduct regular reviews, field visits, and capability-building sessions.
• Ensure ethical collection practices and adherence to the company’s Code of Conduct .

Strategy \& Process Improvement

• Design and execute region-specific collection strategies based on customer behavior and portfolio trends.
• Implement skip-tracing, settlement, and repossession strategies where applicable.
• Collaborate with Credit, Sales, and Risk teams to improve customer quality and reduce delinquencies.
• Drive digitization and process improvements for higher operational efficiency.

Compliance \& Risk Control

• Ensure adherence to RBI guidelines, local laws, and internal policies .
• Handle escalations, legal cases, and customer complaints related to collections.
• Ensure proper documentation, repossession, and asset disposal processes (where applicable).

MIS \& Reporting

• Review daily/weekly/monthly MIS on collections, productivity, and agency performance.
• Analyze portfolio trends and present insights to senior management.
• Track key metrics like PAR, bounce rates, repossession rates, and resolution TAT .