Head of Collections - Micro Enterprises Banking

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 :

Required Skills :

Preferred Skills :

Equal Opportunity Statement

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