Collection head - MIB

About the Role :

The position is responsible for handling Pan-India Collections for all products under the Micro Enterprises Banking (MIB) segment. The person will be responsible for ensuring delivery of key performance parameters like credit losses, delinquencies, and other P & L parameters. The person will also be responsible for designing and implementing efficient and effective collections processes and foster a culture of customer service in the collections team.

Responsibilities :

Design and implement agile, scalable collection strategies for MIB Segment (both secured and unsecured).

Work closely with product, credit, and analytics teams to fine-tune customer segmentation and risk triggers.

Manages and controls the operating framework for the department, provides guidance and support, ensures implementation and review of work processes in order to achieve high performance standards and continuous improvement.

Supports the development of the workforce plan for the division by providing inputs on own department’s workforce forecasts.

Monitor key metrics such as delinquency trends (DPD buckets), collection efficiency ratios, roll forwards, and cure rates (Out of 30+).

Drive proactive interventions in high-risk segments through data-led insights and dynamic resource allocation.

Working closely with Business & Credit Teams on the Early warning systems (EWS) Triggers and working on a timebound plan for exit or improvement.

Build and lead a high-performing pan-India in-house collections team.

Monitor performance and compliance of the team.

Drive strong field productivity through KPI-based performance frameworks.

Ensure adherence to RBI’s Fair Practices Code and the bank’s code of conduct for collections.

Address escalations and grievances in a structured and timely manner.

Ensure zero tolerance for misbehavior, coercive tactics, or reputational risk.

Ensure minimal attrition.

Qualifications :

Essential : Graduate / Postgraduate in Finance, Management, or related field.

Preferred : Minimum of 20 years of experience in collections, with at least 5 years in MSME Segment or related segments in a private sector bank or NBFCs.

Required Skills :

Customer and Quality Focus

Professional Entrepreneurship

Drive for Results

Influence and Impact

Integrity

Lead and Develop people

Enables Change

Build transparent and inclusive teams

Preferred Skills :

Experience in managing collections in a private sector banking environment.

Strong operational rigor and commercial acumen.

Equal Opportunity Statement

The company is committed to diversity and inclusivity in the workplace.