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 manage the end-to-end digital collections process across your designated area, leveraging technology-driven strategies to maximize recovery rates and minimize delinquency. You will work closely with cross-functional teams including technology, operations, and customer experience to design and execute high-impact digital collection journeys. This is an excellent opportunity for a seasoned collections professional who thrives in a fast-paced, data-driven environment and is passionate about transforming traditional collection practices through digital innovation.

Key Responsibilities

• Manage and optimize digital collection workflows including automated SMS, IVR, email, WhatsApp, and app-based nudge campaigns to drive timely repayments across the assigned area.
• Monitor portfolio health metrics such as DPD buckets, roll rates, resolution rates, and recovery percentages, taking proactive action to address emerging delinquency trends.
• Collaborate with the technology and analytics teams to design, test, and refine digital collection funnels, ensuring optimal customer segmentation and personalized communication strategies.
• Lead and mentor a team of collection executives and digital channel coordinators, setting clear performance targets and conducting regular reviews to ensure accountability and growth.
• Ensure full compliance with RBI guidelines, Fair Practices Code, and internal risk and audit frameworks throughout all digital collection activities.
• Liaise with third-party collection agencies and digital payment partners to streamline vendor performance and maintain service-level agreements.
• Analyze customer behavior data and repayment patterns to identify opportunities for process improvement and cost reduction within the digital collections ecosystem.
• Prepare and present detailed performance reports to senior management, providing actionable insights and strategic recommendations based on area-level data.

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 management within banking, NBFC, fintech, or financial services, with at least 2 years in a digital collections or digital operations role.
• Strong understanding of digital payment ecosystems, collection automation tools, CRM platforms, and data analytics dashboards.
• Proven track record of managing large portfolios and delivering measurable improvements in collection efficiency and recovery rates.
• Excellent leadership, communication, and stakeholder management skills, with the ability to influence and collaborate across departments.
• Proficiency in MS Excel, SQL, or similar data tools for reporting and performance analysis is highly desirable.
• Deep knowledge of regulatory and compliance requirements governing collections in India, including RBI circulars and data privacy norms.

Benefits

• Competitive compensation package including a performance-linked bonus structure designed to reward high achievers.
• Comprehensive health insurance coverage for employees and immediate family members, along with wellness programs and employee assistance services.
• Access to continuous learning and development programs, including leadership training, digital upskilling workshops, and industry certifications.
• Flexible work arrangements and a supportive, inclusive workplace culture that values innovation, diversity, and professional growth.
• Clear and structured career progression pathways within a rapidly expanding organization, offering opportunities to move into senior leadership and national-level roles.