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Paytm is seeking a Zonal Collection Manager to lead collections operations across an assigned geographic zone. This is a senior operations role managing regional and branch-level collection teams, field executives, and third-party collection agencies.
You will drive collection performance and recovery targets across multiple products and delinquency buckets. Key responsibilities include developing and implementing collection strategies to improve recovery rates and reduce delinquencies, leading and monitoring regional collection managers and branch teams, reviewing performance through MIS and portfolio analysis, and taking corrective actions as needed.
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, ensure optimal resource allocation across branches based on portfolio size and delinquency levels, and drive employee productivity and capability building across the zonal team.
Regulatory compliance is critical: you must ensure strict adherence to RBI guidelines, internal policies, and the Code of Conduct, while identifying and controlling fraudulent practices and operational risks. You will prepare periodic collection performance updates, recovery forecasts, and action plans for senior management.
Required Skills & Competencies:
- 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
- Deep understanding of collection processes, agency management, and regulatory guidelines
- Ability to drive results, manage escalations, and deliver targets in high-performance environments
- Strong planning, execution, and decision-making capabilities
- Proficiency in MS Excel, reporting tools, and collection management systems
- Proactive approach to process improvement, operational efficiency, and risk mitigation
Requirements:
- Education: Graduate degree in any discipline (postgraduate qualifications preferred)
- Experience: 10+ years 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
