Job Description: Collections Manager – Retail Assets (NPA & Pre-NPA)

Position Title: Collections Manager

Business Vertical: Retail Assets Collections

Grade/Designation: Manager/Senior Manager

Reporting To: Regional Collections Manager

Role Objective

To manage and drive collections for Retail Asset products across secured and unsecured portfolios, ensuring effective recovery of overdue accounts in Pre-NPA and NPA stages. The role will focus on minimizing delinquency, optimizing recovery efficiency, and maintaining portfolio quality through strategic, compliant, and customer-centric collection practices.

Key Responsibilities:

1. Portfolio Management

• Manage collection and recovery activities for both Secured (Auto Loans, Mortgage, CV/CE Loans) and Unsecured (Personal Loans, Credit Cards, Two-Wheeler Loans, Consumer Durables) portfolios.
• Monitor and control delinquency levels across Pre-NPA and NPA buckets.
• Analyze portfolio trends to identify risk areas and initiate corrective actions.
• Ensure timely follow-up, resolution, and closure of delinquent cases.

2. Pre-NPA & NPA Management

• Drive preventive collections and early resolution strategies to avoid slippages to NPA.
• Manage end-to-end NPA accounts with structured recovery and settlement approaches.
• Liaise with legal teams for initiating and tracking recovery actions under SARFAESI, Lok Adalats, and legal notices.
• Recommend and execute compromise settlements / One Time Settlements (OTS) as per policy.

3. Team & Agency Management

• Lead and motivate an on-roll collection team and manage outsourced recovery agencies.
• Ensure adherence to collection codes of conduct, fair practices, and RBI guidelines.
• Conduct periodic performance reviews of team members and agencies.
• Impart regular training to teams/agencies on collection strategies and compliance standards.

4. Process & Compliance

• Ensure all collection activities comply with internal policies, regulatory norms, and audit requirements.
• Maintain proper documentation and MIS for all accounts handled.
• Support audits, internal reviews, and policy updates related to collections.
• Ensure zero tolerance for mis-selling, misconduct, or customer harassment.

5. MIS & Reporting

• Generate and analyze daily, weekly, and monthly MIS on collections performance.
• Track key metrics like DPD reduction, roll rates, and resolution effectiveness.
• Present collection insights and recovery trends to senior management.

Key Skills & Competencies:

• Strong knowledge of Retail Asset products and collections lifecycle.
• Experience in NPA resolution, legal recoveries, and pre-delinquency control.
• Excellent leadership, negotiation, and analytical skills.
• Proficiency in MS Excel, MIS reporting, and collection analytics.
• Sound understanding of regulatory guidelines governing retail collections.
• Ability to manage field teams and external agencies effectively.

Qualifications & Experience:

• Educational Qualification: Graduate / Post Graduate in Commerce, Finance, or Management.
• Experience: Minimum 7–10 years of experience in retail asset collections, including exposure to both secured and unsecured portfolios, with significant experience in NPA and Pre-NPA management.

Key Performance Indicators (KPIs):

• Reduction in delinquency and NPA levels.
• Collection efficiency and resolution rate.
• Agency performance and cost efficiency.
• Compliance adherence and customer grievance metrics.

Approved by :

Prepared by : Pooja Bhattacharyya ( 160941)

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