Paytm Labs

Digital payments, loans, investments, and insurance

Zonal Collection Manager - Lending Collections

Retail & Commercial BankingConfirmed live in the last 24 hours

Full-timeBengaluru, Karnataka, IndiaNo salary listedIn-person

About the Job

Requirements

Graduate in any discipline.
10 or more years of relevant experience in collections and recovery management.
Strong expertise in collections, recovery management, and delinquency control.
Ability to manage geographically distributed teams.
Strong analytical and problem-solving abilities, with proficiency in collection management information systems and performance tracking.
Strong understanding of collection processes, agency management, and applicable regulatory guidelines.
Ability to drive results, manage escalations, and deliver targets.
Strong planning, execution, and decision-making capabilities.
Proficiency in Microsoft Excel, reporting tools, and collection management systems.
A proactive approach to process improvement, operational efficiency, and risk mitigation.

Responsibilities

Drive and achieve zonal collection targets across assigned products, branches, and delinquency buckets.
Develop and implement collection strategies to improve recovery rates, reduce roll-forwards, and control delinquencies.
Lead, manage, and monitor regional collection managers, branch teams, field executives, and collection agencies.
Review collection performance through regular management information system reports, productivity reports, and portfolio analysis, and take corrective actions as required.
Monitor collection agency performance, ensure optimal resource utilization, and drive accountability for assigned targets.
Ensure adherence to applicable Reserve Bank of India guidelines, regulatory requirements, internal policies, and the Code of Conduct.
Identify and control fraudulent practices, operational risks, and process gaps across collection operations.
Work with business, credit, risk, legal, and operations teams to resolve collection challenges and improve recovery outcomes.
Manage escalations related to overdue accounts, customer grievances, and field collection activities.
Allocate collection resources across branches and territories based on portfolio size, delinquency levels, and business requirements.
Drive employee productivity, performance reviews, capability building, and continuous improvement across the zonal team.
Prepare and present periodic collection performance updates, recovery forecasts, and action plans to senior management.

Desired Qualifications

Postgraduate qualifications are an added advantage.
Experience in banking, non-banking financial companies, fintech, or financial services is preferred.
Prior experience managing zonal or multi-location collection operations, large teams, and collection agencies is preferred.

Job Title: Zonal Collection Manager

About the Team:

The Collections team is responsible for managing overdue accounts, driving recovery performance, monitoring collection agencies and in-house teams, and ensuring compliance with applicable regulatory guidelines and the Code of Conduct. The team focuses on achieving collection targets, improving recovery efficiency, and minimizing credit losses across assigned territories.

About the Role:

The Zonal Collection Manager will be responsible for driving collection performance across the assigned zone, managing regional and branch-level collection teams, and ensuring the achievement of business and recovery targets. The role requires strong leadership, strategic planning, stakeholder management, and expertise in managing collection agencies and field operations while maintaining regulatory compliance.

Key Responsibilities:

Drive and achieve zonal collection targets across assigned products, branches, and delinquency buckets.

Develop and implement effective collection strategies to improve recovery rates, reduce roll-forwards, and control delinquencies.

Lead, manage, and monitor regional collection managers, branch teams, field executives, and collection agencies.

Review collection performance through regular MIS, productivity reports, and portfolio analysis, and take corrective actions wherever required.

Monitor collection agency performance, ensure optimal resource utilization, and drive accountability for assigned targets.

Ensure strict adherence to applicable RBI guidelines, regulatory requirements, internal policies, and the Code of Conduct.

Identify and control fraudulent practices, operational risks, and process gaps across collection operations.

Work closely with business, credit, risk, legal, and operations teams to resolve collection challenges and improve recovery outcomes.

Manage escalations related to overdue accounts, customer grievances, and field collection activities.

Ensure effective allocation of collection resources across branches and territories based on portfolio size, delinquency levels, and business requirements.

Drive employee productivity, performance reviews, capability building, and continuous improvement across the zonal team.

Prepare and present periodic collection performance updates, recovery forecasts, and action plans to senior management.

Skills and Competencies:

Strong expertise in collections, recovery management, and delinquency control.

Excellent leadership and team management skills, with the ability to manage large, geographically distributed teams.

Strong analytical and problem-solving abilities, with proficiency in collection MIS and performance tracking.

Excellent negotiation, communication, and stakeholder management skills.

Strong understanding of collection processes, agency management, and applicable regulatory guidelines.

Ability to drive results, manage escalations, and deliver targets in a high-performance environment.

Strong planning, execution, and decision-making capabilities.

Proficiency in MS Excel, reporting tools, and collection management systems.

A proactive approach to process improvement, operational efficiency, and risk mitigation.

Education and Experience:

Education: Graduate in any discipline. Postgraduate qualifications will be an added advantage.

Experience: 10+ years of relevant experience in collections and recovery management, preferably in banking, NBFCs, fintech, or financial services.

Prior experience in managing zonal or multi-location collection operations, large teams, and collection agencies is preferred.

Compensation:

Compensation will be commensurate with the candidate’s experience, expertise, and suitability for the role.

Requirements at a Glance

Experience Level: Expert
Education: Bachelor's

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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