About the role
Paytm
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
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