Area Collection Manager - Manager - Lending Collections (Frontend)

Role overview

Area Collection Manager - Manager - Lending Collections (Frontend) at Paytm

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

Employment details

• Location: Hyderabad [Telangana]