Head - Collection - Unsecured BX & (India)

Role Purpose The National Collection Manager will be responsible for leading and driving the field collections strategy for Bucket X and Bucket 1 portfolios across the country. The role requires managing a large field collection workforce, optimizing collection efficiency, reducing delinquency, improving roll-back performance, and ensuring regulatory compliance while managing an outstanding portfolio (POS) of approximately 1,000 Crores. The incumbent will lead a team of around 120 collection professionals and oversee a network of collection agencies/vendors to deliver business objectives and portfolio health targets. Key Responsibilities Portfolio Management - Manage and drive collections for Bucket X and Bucket 1 delinquent accounts across all regions. - Own collection performance for a portfolio with an outstanding POS of approximately 1,000 Crores. - Monitor delinquency trends, roll rates, collection efficiency, and recovery metrics. - Develop and execute collection strategies to minimize forward flows and improve customer curing rates. - Ensure achievement of monthly, quarterly, and annual collection targets. Team Leadership & People Management - Lead, mentor, and manage a team of approximately 120 field collection professionals through regional and zonal managers. - Establish a high-performance culture with transparent KRAs and accountability. - Drive productivity, engagement, and capability-building initiatives across teams. - Recruit, train, and develop collection talent to strengthen the organizational pipeline. - Conduct regular performance reviews and succession planning. Vendor & Agency Management - Identify, onboard, and develop new collection agencies/vendors across geographies. - Establish performance scorecards and governance mechanisms for agency management. - Monitor agency productivity, compliance adherence, and cost efficiency. - Drive vendor optimization and improve collection outcomes through strategic partnerships. - Conduct regular reviews and audits of collection agencies. Strategy & Process Improvement - Design and implement field collection strategies to improve recovery rates. - Leverage analytics and portfolio segmentation to enhance collection effectiveness. - Drive process improvements, automation initiatives, and productivity enhancements. - Collaborate with Risk, Operations, Credit, and Technology teams to strengthen collection processes. - Recommend policy changes based on portfolio performance and market trends. Compliance & Governance - Ensure adherence to RBI guidelines, fair collection practices, and company policies. - Maintain strong governance and control frameworks across field and agency operations. - Monitor customer complaints and ensure timely resolution. - Conduct regular compliance audits and training programs. Stakeholder Management - Work closely with senior leadership to provide portfolio insights and action plans. - Collaborate with business, risk, operations, and finance teams to achieve organizational goals. - Present collection performance reviews and strategic recommendations to management. Key Performance Indicators (KPIs) - Collection Efficiency (%) - Rollback and Resolution Rates - Delinquency Reduction - Forward Flow Control - Agency Productivity - Cost-to-Collect - Team Productivity Metrics - Compliance & Audit Scores - Portfolio Health Indicators - Employee Retention and Engagement Required Skills & Competencies Functional Skills - Collections Strategy & Execution - Early Delinquency Management (Bucket X & Bucket 1) - Field Collections Management - Agency/Vendor Management - Portfolio Analytics - Recovery Operations - MIS & Performance Monitoring - Compliance & Regulatory Understanding - Budget & Cost Management Leadership Skills - Large Team Management - Performance Management - People Development & Coaching - Change Management - Stakeholder Management - Decision Making - Conflict Resolution - Strategic Thinking Behavioral Competencies - Strong Result Orientation - High Ownership & Accountability - Problem-Solving Mindset - Execution Excellence - Data-Driven Decision Making - Negotiation & Influencing Skills - Customer-Centric Approach Qualifications - Graduate in any discipline; MBA preferred. - Certifications in Collections, Risk Management, or Financial Services will be an added advantage. Experience - 1218+ years of experience in Collections within NBFC, Banking, Fintech, or Retail Lending. - Proven experience managing large field collection teams (100+ employees). - Strong track record of handling portfolios exceeding 5001,000 Crores. - Extensive experience in agency/vendor management and nationwide collection operations. - Demonstrated success in improving collection efficiency and controlling delinquency. Job Snapshot Updated Date 24-06-2026 Job ID JOB_2178 Department Collections - Retail Finance Location Gurgaon, Gurgaon, Haryana .