Collection Manager - Unsecured Business Loans

Role Overview

The Collection Manager is responsible for managing and improving the recovery performance of the Unsecured Business Loans (UBL) portfolio. The role involves developing effective collection strategies, supervising collection teams, ensuring compliance with regulatory guidelines, and minimizing delinquency and credit losses while maintaining healthy customer relationships.

Key Responsibilities 1. Portfolio Management

Manage the end-to-end collection process for unsecured business loan accounts across various delinquency buckets (0 30, 30 60, 60 90, 90+ DPD).

Monitor portfolio performance, identify risk trends, and develop proactive collection action plans.

Segment accounts based on risk and behavior to prioritize recovery efforts.

2. Collections Operations

Allocate accounts to tele-calling and field collection teams / agencies.

Review daily collection reports and track KPIs such as roll rates, cure rates, and recovery percentages.

Implement structured follow-up strategies (calls, visits, digital reminders).

Manage skip tracing, account investigations, and tracing non-contactable customers.

3. Customer Engagement & Negotiation

Engage directly with high-risk and high-ticket customers to negotiate and finalize repayment plans.

Offer appropriate restructuring or settlement options as per policy guidelines.

Build trust-based customer relationships while ensuring firm and fair recovery practices.

4. Legal & Compliance Management

Coordinate with the legal team for escalation of chronic delinquent cases.

Ensure all collections activities adhere to regulatory and fair-practice guidelines.

Maintain accurate documentation for legal and audit purposes.

5. Team Leadership

Lead, mentor, and monitor a team of collection officers and agency resources.

Conduct training to enhance negotiation skills, product knowledge, and compliance awareness.

Drive performance-oriented culture aligned with organizational recovery targets.

6. Process & Performance Improvement

Identify process gaps and recommend improvements to increase collections efficiency.

Leverage technology tools (CRM, dialers, digital reminders) to optimize operations.

Prepare and present MIS reports to senior management