Zonal Head

Key Responsibilities

• Collection Strategy Development: Develop and implement collection strategies and action plans to optimize recovery rates, minimize delinquencies, and reduce credit losses within the assigned zone, aligning with company objectives and regulatory requirements.
• Team Leadership: Lead, mentor, and motivate a team of collection managers and officers, providing guidance, coaching, and support to achieve collection targets, drive performance, and foster a high-performance culture.
• Portfolio Analysis: Monitor portfolio performance within the zone, analyzing delinquency trends, identifying highrisk accounts, and implementing proactive collection strategies to mitigate risks and maximize recovery.
• Customer Engagement: Establish and maintain effective communication channels with delinquent customers, negotiating payment arrangements, addressing inquiries, and resolving disputes to facilitate debt recovery while preserving customer relationships.
• Skip Tracing: Utilize skip tracing techniques and tools to locate and contact customers who have changed their contact information or whereabouts, collaborating with internal teams and external agencies to facilitate debt recovery.
• Compliance Adherence: Ensure compliance with regulatory requirements, company policies, and industry best practices in collection activities, including adherence to fair debt collection practices and data privacy regulations.
• Performance Monitoring: Monitor collection performance metrics, track key performance indicators (KPIs), and prepare reports for senior management, providing insights and recommendations for process improvement and risk mitigation.
• Vendor Management: Manage relationships with external collection agencies, law firms, and repossession agents within the zone, ensuring adherence to service level agreements (SLAs), quality standards, and regulatory requirements.
• Training and Development: Conduct training sessions and workshops for collection staff to enhance their skills and knowledge in negotiation techniques, skip tracing, compliance, and customer service, fostering professional development within the team.
• Stakeholder Collaboration: Collaborate with cross-functional teams, including credit, underwriting, legal, and operations departments, to coordinate efforts in managing delinquencies, resolving disputes, and implementing collection strategies.
  
  

• Bachelor’s degree in business administration, finance, or related field; master’s degree or professional certification (e.g., ACA, CFA) preferred.
• 15+ years of experience in collection management or related roles, preferably in the financial services industry or NBFC sector, with exposure to two-wheeler financing.
• Strong leadership and team management skills, with the ability to lead and inspire a team to achieve collection targets and deliver results.
• Analytical mindset with proficiency in data analysis tools and techniques, and the ability to derive actionable insights from collection data.
• Excellent communication and negotiation skills, with the ability to effectively engage with customers and stakeholders to negotiate payment arrangements and resolve disputes.
• Detail-oriented mindset with a focus on compliance, accuracy, and risk management in collection activities.
• Proficiency in MS Office Suite and familiarity with collection management software and systems.