Area Collection Manager - Digital Flows - Kolkata

About the Role

We are seeking a dynamic and results-driven Area Collection Manager – Digital Flows to join our growing financial operations team based in Kolkata, India. In this pivotal role, you will oversee and optimize digital collection strategies across assigned territories, ensuring efficient recovery of outstanding dues while maintaining strong customer relationships. You will work at the intersection of technology and financial services, leveraging digital platforms, automation tools, and data analytics to drive collection performance. This is an excellent opportunity for a motivated professional who thrives in a fast-paced environment and is passionate about transforming traditional collection processes through innovative digital solutions.

Key Responsibilities

• Lead and manage end-to-end digital collection operations across the assigned area, ensuring timely recovery of overdue accounts through digital channels including SMS, IVR, chatbots, mobile applications, and online payment portals.
• Develop and implement area-specific collection strategies aligned with organizational goals, continuously monitoring performance metrics such as resolution rates, roll-back rates, and cost per recovery.
• Collaborate with cross-functional teams including technology, risk, and customer service to enhance digital collection workflows and improve the overall customer repayment experience.
• Analyze portfolio data and delinquency trends to identify high-risk segments, prioritize collection efforts, and recommend targeted interventions to minimize credit losses.
• Manage and mentor a team of collection executives and digital agents, providing regular coaching, performance feedback, and training on compliance standards and digital tools.
• Ensure strict adherence to RBI guidelines, FLDG norms, and all applicable regulatory frameworks governing collection practices in India, maintaining zero tolerance for non-compliant behavior.
• Liaise with third-party collection agencies and digital service vendors to monitor outsourced activities, ensuring service level agreements are consistently met.
• Prepare and present detailed performance reports to senior management, highlighting key achievements, challenges, and actionable recommendations for continuous improvement.

Requirements

• Bachelor's degree in Finance, Business Administration, or a related field; an MBA or equivalent postgraduate qualification is strongly preferred.
• Minimum 5–8 years of experience in collections, credit operations, or financial services, with at least 2 years in a managerial role overseeing digital collection processes.
• Proven expertise in digital collection tools, platforms, and technologies, including CRM systems, automated dialer software, and payment gateway integrations.
• Strong analytical and problem-solving skills with the ability to interpret complex data sets and translate insights into effective operational strategies.
• In-depth knowledge of RBI regulations, Fair Practices Code, and other compliance requirements relevant to debt collection in India.
• Excellent leadership and interpersonal skills with a demonstrated ability to build, motivate, and retain high-performing teams in a target-driven environment.
• Proficiency in MS Office Suite, especially Excel and PowerPoint; experience with data visualization tools such as Power BI or Tableau is an added advantage.

Benefits

• Competitive compensation package with performance-linked incentives and annual bonuses designed to reward high achievers.
• Comprehensive health and wellness benefits, including medical insurance coverage for employees and immediate family members.
• Structured learning and development programs, including access to industry certifications, leadership training, and digital upskilling initiatives.
• Clear and transparent career progression pathways within a rapidly expanding organization, offering opportunities to grow into regional and national leadership roles.
• A collaborative and inclusive work culture that values innovation, diversity, and employee well-being, supported by flexible work arrangements where applicable.