Job Description: Area Collection Manager Retail Unsecured (Flow Collections)

Location: Hyderabad
Role Type: Team Handling Agency Management
Business Unit: Retail Unsecured Loans Flow Collections (DPD 190)

Role Summary

The Area Collection Manager (ACM) Retail Unsecured Flow Collections is responsible for managing earlystage delinquency (090 DPD) for unsecured loans in the Hyderabad region. The role includes managing a team of Collection Managers/Executives supervising external collection agencies ensuring highquality field operations and driving portfolio resolution while adhering to compliance and fair practices.

Key Responsibilities

1. Flow Collections Management

• Drive collections for retail unsecured flow buckets (090 DPD).
• Achieve monthly resolution roll-back and flow rate targets.
• Ensure prompt follow-ups customer connects field visits and payment closures.
• Implement bucket-wise strategies to reduce delinquency and improve portfolio health.

2. Team Handling

• Lead and manage a team of Collection Managers / Field Executives.
• Track team productivity: calls visits promises-to-pay and resolutions.
• Conduct daily and weekly review meetings to monitor bucket performance.
• Provide coaching on negotiation skip tracing objection handling and customer engagements.

3. Agency Management

• Manage multiple collection agencies across Hyderabad.
• Allocate and monitor agency loads performance and resolution efficiency.
• Ensure agencies follow compliance RBI fair collection practices and company code of conduct.
• Conduct agency audits scorecards and periodic performance evaluations.

4. Portfolio Analysis & Risk Control

• Analyze delinquency trends and identify high-risk accounts.
• Work with risk credit and analytics teams to address problem segments.
• Resolve escalated or sensitive accounts with tact and policy understanding.
• Control forward flows and improve roll-back rates.

5. Customer Interaction & Issue Resolution

• Handle escalations disputes settlement discussions and special cases.
• Ensure smooth customer experience while maintaining recovery focus.
• Promote voluntary payment channels and digital collections.

6. Reporting & MIS

• Maintain accurate MIS for:
  • Daily collections
  • Bucket-level performance
  • Team productivity
  • Agency performance scorecards
• Share daily weekly and monthly dashboards with senior leaders.
• Ensure data accuracy and audit readiness.

Skills & Competencies

• Strong understanding of unsecured loans & flow collections
• Experience managing agencies and large field teams
• Excellent negotiation and customer handling skills
• Knowledge of RBI guidelines and fair collection practices
• Analytical ability to read delinquency & portfolio trends
• Strong communication leadership and people management
• Proficiency in Excel dashboards and collections systems (dialer/CRM)

Qualifications & Experience

• Graduate (MBA preferred)
• 510 years of experience in unsecured collections
• 2 years of team-handling experience
• Preferred: Experience managing agencies and flow buckets in metro markets like Hyderabad

Required Experience:

Manager