Assistant Manager – Collections & Retention

Job Description

Assistant Manager – Collections & Retention

Department: Collections & Retention

Location: Remote

Employment Type: Full-Time

JOB PURPOSE

The Assistant Manager – Collections & Retention owns the overall performance of the collections/retention portfolio across multiple

teams translating business targets into floor-level execution. The role is responsible for strategy people leadership through Team

Leads process governance and stakeholder management ensuring recovery retention and compliance goals are consistently met.

KEY RESPONSIBILITIES

Strategy & Portfolio Management

Own end-to-end collections and retention targets for the assigned portfolio/vertical.

Design and implement segment-wise collection and retention strategies based on risk delinquency bucket or customer

value.

Analyze portfolio trends delinquency movement and attrition patterns to proactively adjust strategy.

Set monthly/quarterly targets for Team Leads and cascade them down to the floor.

People Leadership

Manage and mentor multiple Team Leads (typically 3–6) reviewing their team performance and coaching effectiveness.

Drive hiring onboarding and capability-building plans in coordination with HR and Training.

Conduct performance appraisals manage attrition and build a strong succession pipeline within the team.

Foster a high-performance compliant and customer-centric culture across the floor.

Process Compliance & Risk

Ensure all collections and retention activity complies with regulatory requirements internal policy and code of conduct.

Own audit readiness including documentation call recordings and dispute resolution processes.

Identify process gaps and lead process-improvement or automation initiatives to improve efficiency and customer

experience.

Manage escalations that cannot be resolved at the Team Lead level including regulatory or reputational risk cases.

Reporting & Stakeholder Management

Present portfolio performance root-cause analysis and action plans to senior leadership on a regular cadence.

Partner with Risk Legal Compliance Product and Customer Experience teams on cross-functional initiatives.

Own vendor/agency performance where third-party collections partners are used including SLA governance.

REQUIRED SKILLS & QUALIFICATIONS

Graduate/Postgraduate in Business Finance or related field (MBA preferred but not mandatory).

5–8 years of experience in collections recovery or retention including 2 years managing Team Leads or a multi-team

portfolio.

Strong analytical ability to interpret portfolio data delinquency trends and retention metrics.

Sound knowledge of applicable regulatory/compliance frameworks governing collections and recovery.

Proven track record of leading teams through target achievement in a fast-paced metrics-driven environment.

Strong stakeholder management presentation and negotiation skills.

Advanced MS Excel/reporting skills; familiarity with collections platforms dialers and CRM/MIS tools.

KEY PERFORMANCE INDICATORS (KPIS)

Portfolio-level collection/recovery rate vs. target

Retention/save rate and reduction in attrition-driven loss

Cost of collections and process efficiency

Compliance and audit outcomes

Team Lead performance engagement and attrition across the portfolio

Required Skills:

Assistant Manager Collection US collections team handling retention