Area Collection Manager - Digital Flows - Kolkata

About the Role

We are seeking a highly motivated and experienced Area Collection Manager – Digital Flows to join our dynamic team based in Kolkata, India. In this pivotal role, you will be responsible for overseeing and optimizing digital collection processes across the assigned area, driving recovery performance through technology-enabled workflows, and leading a team of collection professionals. You will play a critical role in bridging traditional collection strategies with modern digital tools to maximize efficiency, reduce delinquency rates, and deliver an outstanding customer experience. This is an excellent opportunity for a results-driven professional with a strong background in collections, fintech, or banking to make a measurable impact within a fast-growing organization.

Key Responsibilities

• Manage and oversee end-to-end digital collection flows for the assigned area, ensuring timely recovery of outstanding dues through automated and digital communication channels including SMS, email, IVR, and mobile applications.
• Monitor portfolio performance metrics such as roll rates, resolution rates, and recovery percentages, and implement corrective strategies to meet or exceed monthly and quarterly targets.
• Lead, mentor, and develop a team of collection executives and digital flow specialists, conducting regular performance reviews and providing actionable feedback to drive continuous improvement.
• Collaborate with technology and analytics teams to enhance digital collection platforms, optimize workflow automation, and leverage data-driven insights for better customer segmentation and targeting.
• Ensure strict compliance with RBI guidelines, FLDG norms, and internal risk policies across all collection activities, maintaining the highest standards of ethical conduct and regulatory adherence.
• Coordinate with cross-functional teams including credit, risk, operations, and customer service to resolve escalated cases and improve the overall collections ecosystem.
• Analyze customer behavior data and delinquency trends to design proactive digital intervention strategies that reduce early-stage defaults and improve overall portfolio health.
• Prepare and present detailed performance reports, dashboards, and business reviews to senior management, highlighting key trends, risks, and opportunities within the collection landscape.

Requirements

• Bachelor's degree in Finance, Business Administration, or a related field; MBA or equivalent postgraduate qualification is preferred.
• Minimum 5–8 years of experience in collections management within banking, NBFCs, fintech, or financial services, with at least 2 years in a managerial capacity overseeing digital collection processes.
• Strong understanding of digital collection tools, omnichannel communication platforms, and workflow automation technologies used in modern debt recovery environments.
• Demonstrated ability to analyze large datasets and translate insights into actionable collection strategies using tools such as Excel, SQL, or CRM platforms.
• Excellent leadership and interpersonal skills with a proven track record of managing and motivating high-performing teams in a target-driven environment.
• In-depth knowledge of regulatory frameworks governing collections in India, including RBI Fair Practices Code and relevant consumer protection guidelines.
• Strong communication skills in English and Bengali, with the ability to engage effectively with stakeholders at all levels of the organization.

Benefits

• Competitive compensation package with performance-linked incentives and annual bonuses tied to portfolio recovery outcomes.
• Comprehensive health insurance coverage for employees and immediate family members, including medical, dental, and wellness benefits.
• Significant opportunities for career advancement within a rapidly expanding organization that values internal talent development and leadership growth.
• Access to continuous learning programs, industry certifications, and leadership development workshops to keep your skills sharp and career trajectory on track.
• A collaborative and inclusive work environment in a centrally located Kolkata office, supported by flexible working arrangements and a culture that prioritizes employee well-being.