Collections/Recovery Manager

Role overview

We are seeking a seasoned Collections Manager to oversee recovery efforts for unsecured personal and business loans. The position demands hands-on leadership of both internal collections teams and external agencies, ensuring compliance and driving optimal recovery outcomes with a customer-focused mindset.

Key responsibilities

• Direct comprehensive collections operations for unsecured personal and business loan portfolios.
• Design, implement, and track collection methodologies aimed at lowering delinquency rates and increasing recovery success.
• Lead an internal team of collection officers, ensuring achievement of daily, weekly, and monthly performance goals.
• Manage coordination with third-party collection vendors across diverse locations, overseeing their performance and compliance.
• Monitor vendor adherence to service level agreements and take corrective measures when necessary.
• Ensure all collection activities conform to legal, regulatory, and organizational policies, emphasizing fair practices and data privacy.
• Evaluate portfolio health by analyzing delinquency trends and recommending process enhancements.
• Collaborate with credit risk, legal, and operations departments to address disputes, handle escalations, and initiate legal recovery proceedings as needed.
• Generate and present MIS reports and dashboards to senior management, providing actionable insights.
• Train and motivate team members to sustain high efficiency and maintain positive customer engagement.

Required qualifications and skills

• Bachelor's degree in Finance, Business, or related disciplines; MBA or equivalent is preferred.
• Between 4 and 8 years of experience in retail loan collections with minimum 2–3 years managing unsecured loan recovery efforts.
• Demonstrated ability in overseeing both internal collections teams and external vendor partnerships.
• In-depth understanding of collections strategy, skip tracing techniques, and legal recovery procedures.