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 the assigned area, ensuring efficient recovery of outstanding dues while maintaining strong customer relationships. You will work at the intersection of technology and collections, leveraging digital platforms, automation tools, and data analytics to drive performance and compliance across the portfolio.

This is an excellent opportunity for a seasoned collections professional who thrives in a fast-paced, digitally driven environment and is passionate about delivering measurable business outcomes through innovative approaches.

Key Responsibilities

• Manage and monitor end-to-end digital collection flows including automated payment reminders, IVR campaigns, SMS/email nudges, and app-based repayment journeys across the assigned area.
• Drive collection efficiency by analyzing portfolio data, identifying delinquency trends, and implementing targeted digital intervention strategies to minimize non-performing assets (NPAs).
• Collaborate with cross-functional teams including technology, analytics, credit, and customer service to continuously improve digital collection workflows and customer communication touchpoints.
• Lead, mentor, and manage a team of collection executives and field agents, ensuring adherence to performance benchmarks, compliance standards, and ethical collection practices.
• Monitor key performance indicators (KPIs) such as resolution rates, roll-back rates, digital payment adoption, and cost-to-collect, preparing regular performance reports for senior management.
• Ensure full compliance with RBI guidelines, Fair Practices Code, and internal risk and audit frameworks throughout all digital and field collection activities.
• Engage with external vendors, collection agencies, and technology partners to evaluate and enhance digital tools and platforms used in the collection ecosystem.
• Develop and execute area-specific collection strategies aligned with broader organizational goals, adjusting approaches based on customer segmentation and risk profiling.

Requirements

• Bachelor's degree in Finance, Business Administration, or a related field; an MBA or postgraduate qualification is strongly preferred.
• Minimum 5–8 years of experience in collections management within banking, NBFC, fintech, or financial services, with at least 2 years in a managerial capacity.
• Demonstrated expertise in digital collection tools and technologies, including automated dialing systems, payment gateway integrations, and CRM platforms.
• Strong analytical skills with proficiency in data interpretation using tools such as Excel, SQL, or business intelligence dashboards to drive decision-making.
• Excellent leadership and interpersonal skills with a proven ability to manage diverse teams, resolve conflicts, and foster a high-performance culture.
• In-depth knowledge of regulatory frameworks governing collections in India, including RBI directives, SARFAESI Act, and data privacy norms.
• Fluency in English and Bengali; proficiency in Hindi is an added advantage for effective regional stakeholder communication.

Benefits

• Competitive compensation package with performance-linked incentives and annual bonuses tied to portfolio and team outcomes.
• Comprehensive health and wellness benefits including medical insurance coverage for employees and dependents, along with access to wellness programs.
• Significant opportunities for career advancement within a rapidly expanding organization that values internal mobility and professional development.
• Access to structured learning and development programs, including digital finance certifications, leadership training, and industry workshops.
• A collaborative and inclusive work culture that encourages innovation, recognizes achievements, and supports work-life balance through flexible working arrangements.