Paytm Labs

Digital payments, loans, investments, and insurance

Area Collection Manager - Lending Collections, Frontend

Risk ManagementConfirmed live in the last 24 hours

Full-timeVisakhapatnam, Andhra Pradesh, IndiaNo salary listedIn-person

About the Job

Requirements

Strong expertise in early- and late-bucket collections strategy.
Proven leadership experience managing large teams and vendors.
Analytical skills, including management information systems and reporting.
Knowledge of Reserve Bank of India regulations and compliance frameworks.
Communication, negotiation, and problem-solving skills.
Ability to drive performance in high-pressure, target-driven environments.

Responsibilities

Manage collections across delinquency buckets, including 0–30, 31–60, and higher days-past-due 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.
Handle soft delinquency buckets (0–30 and 31–60 days past due) 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.
Ensure field discipline, including app usage, visit tracking, and audit trails.
Drive legal escalation for critical and high-risk cases.
Conduct audits to identify and mitigate portfolio risks.
Maintain governance and control mechanisms.
Lead large teams including Collection Managers, Team Leaders, and Executives.
Manage third-party and 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.
Drive monthly collection targets and improve resolution ratios.
Enhance Promise to Pay conversion and kept rates.
Focus on First-Time Delinquent customers to reduce future non-performing assets.
Ensure productivity metrics such as calls, Right Party Contact, and collection efficiency percentage are met.
Ensure adherence to Reserve Bank of India guidelines and regulatory standards.
Handle escalations and customer grievances.
Maintain ethical and compliant recovery practices.
Support internal and external audit requirements.
Track and analyze key performance indicators, including collection efficiency percentage, Right Party Contact, Promise to Pay, 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.

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

Requirements at a Glance

Experience Level: Expert

Benefits

Health & Wellbeing - Your group health benefits are 100% funded by us, and start on your first day.
Travel the World - Even though we are currently working remotely, usually our employees make frequent international business-related trips while working on exciting projects.
Continuous Learning - We're passionate about learning and strive to constantly improve and innovate. We learn from others, our challenges & our successes.
Connection - In this virtual world, we stay connected through events like game nights, movie nights, arts & crafts sessions (like Origami), meditation sessions, and much more.
Autonomy & Flexibility - You get to define how you want to make an impact. We truly believe that great things happen when people are given the trust and freedom to create their own path.
Beautiful Office - Whenever we return back to the office, you’ll get to check out our awesome workspace, complete with pool and ping pong tables, a snack-filled kitchen, and tons of cozy work spaces.

About the Company

Paytm Labs

Digital payments, loans, investments, and insurance

Paytm Labs offers an integrated digital payments and financial services platform in India for individuals and businesses, covering UPI payments, mobile recharges, bill payments, ticket bookings, loans, investments, insurance, metro cards, and more. Users initiate payments or financial actions in the app, which are processed through UPI and payment gateways, with revenue from transaction fees and commissions on financial services. It differentiates itself through a large ecosystem of merchants and users, a wide range of services in one app, and a focus on customer support and trust. Its goal is to make a broad set of financial services easily accessible to mass-market users while growing revenue via payment processing and financial services partnerships at scale.

Company size: 10,001+
Company stage: IPO
Headquarters: Noida, India
Founded: 2014

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