Agency Head - Collections

About the company

R.K. Bansal Finance Pvt Ltd, also known as Ram Fincorp, is a leading NBFC and fintech business that provides a broad mix of financial products. Its core offerings include a digital personal loan app and EMI loan solutions designed to meet the changing financial needs of both individuals and businesses. The organization emphasizes customer focus and uses technology to deliver financial solutions that are easier to access and more innovative.

Role overview

The Agency Head - Collections will oversee outsourced collection partners, improve delinquency closure, strengthen recovery outcomes, ensure that collection activities stay compliant with regulations, and uphold high customer service standards. This position covers agency governance, field collections oversight, portfolio performance tracking, and ownership of monthly recovery goals.

Key responsibilities

• Lead and coordinate collection agencies across the assigned geography.
• Deliver collection, recovery, and roll-back outcomes for the assigned portfolio.
• Track agency output through daily, weekly, and monthly reviews.
• Hire, induct, train, and build capability in agencies and field collection teams.
• Allocate agencies efficiently based on portfolio health, location, and available capacity.
• Visit field locations regularly to review collection execution and process adherence.
• Make sure all collection activity follows company policy, regulatory expectations, and fair practice standards.
• Study delinquency patterns and put corrective measures in place to improve recoveries.
• Work closely with Operations, Credit, Legal, and Branch teams to resolve portfolios effectively.
• Assess agency scorecards and suggest incentives, penalties, or reassignment where needed.
• Handle escalated customer matters and support timely closure.
• Keep MIS reporting accurate and share performance progress with leadership.
• Improve recovery efficiency while keeping costs under control and preserving customer experience.

Performance expectations

• Collection efficiency percentage
• Recovery value achieved
• Roll-back and bucket migration
• Agency productivity
• Lowering delinquency levels
• Compliance and audit outcomes
• Customer complaint resolution
• Portfolio reach and visit efficiency

Qualifications

• Any graduate; an MBA is preferred.
• 6 to 10 years of collections experience, including at least 3 years in agency management within NBFC, banking, or financial services.
• Working knowledge of collections for both secured and unsecured loans.
• Clear understanding of collection-related regulatory and compliance requirements.

Preferred experience

• Experience managing multiple delinquency buckets.
• Exposure to digital collection tools and field collection operations.
• Strong history of meeting recovery targets consistently.
• Background handling agencies across more than one location.

Skills and competencies

• Agency governance and vendor management
• People leadership and team development
• Portfolio analysis and performance tracking
• Negotiation and dispute handling
• MIS preparation and data analysis
• Stakeholder communication and coordination
• Judgment, decision-making, and problem-solving
• Microsoft Excel and collections software proficiency
• Accountability and results orientation
• Ethical conduct and customer focus
• Analytical thinking
• Planning, execution, and relationship management

Additional information

This role is based in Gurugram, India. The position is intended for a full-time work arrangement. Compensation is stated as INR 20,00,000 to 35,00,000 per year. No number of openings, start date, or duration was provided.