Posted 26 May, 2026
Manager
Paytm
Bangalore, Karnataka
Full Time
Reference: 113_314256_096d36b6-2d5d-4a15-b9a6-72aa7b948f6f
Role Overview
The Area Collections Manager will be responsible for managing end-to-end collections across bucket segments, driving resolution strategies, ensuring portfolio health, and leading large on-ground and tele-calling teams. The role requires strong expertise in delinquency management, compliance, analytics, and team leadership.
Key Responsibilities
1. Bucket & Portfolio Management
Manage collections across delinquency buckets (0-30, 31-60, and higher DPD segments)
Improve resolution rates in both early and late buckets
Focus on non-starter and delinquent accounts to prevent roll-forward
Drive collection efficiency and overall portfolio health
Monitor daily performance and ensure adherence to CAPE norms
2. Tele-Collections Management
Handle soft delinquency buckets (0-30 & 31-60 DPD) through tele-calling strategies
Design and optimize calling patterns based on customer risk profiling
Improve dialer efficiency, call connect rates, and campaign performance
Maximize early-stage resolutions to prevent migration to hard buckets
3. Field Collections & Risk Control
Ensure strong field discipline (app usage, visit tracking, audit trails)
Drive legal escalation for critical/high-risk cases
Conduct audits to identify and mitigate portfolio risks
Maintain strong governance and control mechanisms
4. Team Leadership & Vendor Management
Lead large teams including Collection Managers, Team Leaders, and Executives
Manage third-party/vendor collection agencies
Allocate portfolios and set bucket-wise targets
Conduct daily huddles, reviews, and performance tracking
Coach teams on negotiation, objection handling, and resolution strategies
5. Target Achievement & Performance Delivery
Drive monthly collection targets and improve resolution ratios
Enhance PTP (Promise to Pay) conversion and kept rates
Focus on First-Time Delinquent (FTD) customers to reduce future NPAs
Ensure productivity metrics such as calls, RPC (Right Party Contact), and CE% are met
6. Compliance & Governance
Ensure strict adherence to RBI guidelines and regulatory standards
Handle escalations and customer grievances effectively
Maintain ethical and compliant recovery practices
Support internal and external audit requirements
7. MIS, Analytics & Reporting
Track and analyze KPIs: CE%, RPC, PTP, dialer metrics, and resolution ratios
Manage large portfolio data and generate actionable insights
Identify gaps in collection strategies and recommend improvements
Present performance reports and insights to senior management.
8. Key Skills & Competencies
Strong expertise in collections strategy (early & late buckets)
Proven leadership experience managing large teams and vendors
Analytical mindset with strong MIS and reporting skills
Knowledge of RBI regulations and compliance frameworks
Excellent communication, negotiation, and problem-solving skills
Ability to drive performance in high-pressure, target-driven environments
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
