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Paytm is seeking a Zonal Collection Manager to lead collections performance across an assigned geographic zone. This is a senior operations leadership role managing regional and branch-level collection teams, field executives, and third-party collection agencies.
You will drive collection targets across assigned products, branches, and delinquency buckets while developing and implementing recovery strategies to improve collection rates and reduce delinquencies. Key responsibilities include leading and monitoring regional collection managers and branch teams, reviewing performance through MIS and portfolio analysis, and taking corrective action. You will oversee collection agency performance, ensure optimal resource allocation, and maintain strict compliance with RBI guidelines and internal policies.
The role requires close collaboration with business, credit, risk, legal, and operations teams to resolve collection challenges and improve recovery outcomes. You will manage escalations related to overdue accounts and customer grievances, drive employee productivity and capability building, and prepare periodic performance updates and recovery forecasts for senior management.
You will identify and control fraudulent practices, operational risks, and process gaps across collection operations. The position demands strong analytical capabilities, proficiency with collection MIS systems and MS Excel, and a proactive approach to process improvement and operational efficiency.
REQUIREMENTS:
- 10+ years of relevant experience in collections and recovery management, preferably in banking, NBFCs, fintech, or financial services
- Prior experience managing zonal or multi-location collection operations, large teams, and collection agencies preferred
- Graduate degree in any discipline; postgraduate qualifications are an added advantage
- Strong expertise in collections, recovery management, and delinquency control
- Excellent leadership and team management skills with 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 high-performance environment
- Proficiency in MS Excel, reporting tools, and collection management systems
