National Collection Manager - SME (LAP/MFL/BL )

Job Summary: The National Collection Manager for SME Products (Lower Buckets) will lead and manage the collections process for early-stage delinquencies in the SME portfolio comprising of LAP / MFL & BL. This role involves strategizing, implementing, and monitoring efficient recovery processes, leveraging technology and analytics to ensure high collection efficiencies while maintaining customer relationships. Key Responsibilities:

1. Collections Strategy & Execution:

• Develop and implement strategies for managing lower bucket delinquencies in the large ticket LAP/MFL portfolio.
• Set collection targets and ensure timely follow-ups to minimize flow into higher buckets.

1. Team Management:

• Lead, train, and manage regional and zonal collection teams across the country.
• Provide guidance and foster collaboration between field teams and legal teams for better resolutions

1. Process Optimization:

• Streamline and standardize collections processes to ensure maximum efficiency.
• Ensure adherence to regulatory and organizational compliance norms.

1. Technology Integration:

• Leverage machine learning, predictive analytics, and CRM tools to identify at-risk customers and prioritize collection efforts.
• Collaborate with tech teams to implement automated follow-up systems and real-time tracking of collections.

1. Stakeholder Management:

• Work closely with credit, operations, and legal teams to resolve issues and escalate cases as needed.
• Liaise with external collection agencies and ensure adherence to service-level agreements.

1. Data Analysis & Reporting:

• Monitor portfolio performance and provide insights through dashboards and MIS reports.
• Track KPIs, such as recovery rates, resolution time, and bucket movement, to ensure collection efficiency.

1. Customer-Centric Approach:

• Maintain a professional and empathetic approach towards customers to build trust and long-term relationships.
• Ensure a balance between recovery efforts and preserving the company’s brand image.

• Collection efficiency rate in lower buckets.
• Reduction in roll-forward rates to higher buckets and normalization
• Team performance metrics (productivity, resolution rates).
• Compliance with legal and regulatory standards.

• MBA or Graduate in Business, Finance, or related field.

• 12+ years of experience in collections, preferably in LAP or secured lending products.
• Proven experience in managing national or large-scale collection operations.

• Strong understanding of LAP /MFL and BL products and risk management.
• Proficiency in using collection management systems, CRM tools, and analytics platforms.
• Leadership and team management skills with the ability to inspire and motivate a large team.
• Excellent communication, negotiation, and conflict-resolution skills.

• Experience working in a technology-driven collections setup.
• Knowledge of regional languages and cultural nuances for better customer handling.
• Strong analytical mindset with a focus on data-driven decision-making.