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. This is an exciting opportunity for a results-driven individual with a strong background in collections, fintech, or banking to make a significant impact in a fast-evolving digital lending environment. You will work closely with cross-functional teams including technology, analytics, and operations to enhance collection efficiency and customer experience simultaneously.

Key Responsibilities

• Manage and oversee end-to-end digital collection flows including automated calling, SMS campaigns, chatbot interactions, and self-service payment portals across the Kolkata region.
• Monitor daily, weekly, and monthly collection targets and KPIs, ensuring consistent achievement of resolution rates, recovery percentages, and bucket-wise performance metrics.
• Lead, mentor, and develop a team of collection executives and team leaders, conducting regular performance reviews and providing actionable coaching and feedback.
• Collaborate with the technology and analytics teams to identify gaps in digital journeys, recommend improvements, and implement data-driven strategies to enhance collection outcomes.
• Ensure full compliance with RBI guidelines, FAIR practices code, and internal policies related to collections, customer communication, and data privacy.
• Analyze delinquency trends, portfolio behavior, and customer segmentation data to design targeted digital intervention strategies for various risk buckets.
• Coordinate with third-party collection agencies and vendors, managing performance agreements and ensuring adherence to quality and compliance standards.
• Prepare and present regular MIS reports and dashboards to senior management, highlighting key performance indicators, challenges, and strategic recommendations.

Requirements

• Bachelor's degree in Business Administration, Finance, or a related field; MBA or equivalent postgraduate qualification is preferred.
• Minimum 5–8 years of experience in collections management within banking, NBFC, fintech, or digital lending organizations, with at least 2 years in a managerial capacity.
• Demonstrated expertise in digital collection tools and platforms, including automated dialer systems, IVR, digital payment gateways, and CRM software.
• Strong analytical skills with proficiency in MS Excel, Power BI, or similar data analysis tools for tracking performance and generating actionable insights.
• In-depth knowledge of RBI regulations, SARFAESI Act, and FAIR practices applicable to retail and digital lending collections in India.
• Excellent leadership, communication, and interpersonal skills with the ability to manage diverse teams and collaborate effectively across departments.
• Fluency in English, Hindi, and Bengali is highly desirable to effectively manage regional operations and stakeholder communication.

Benefits

• Competitive compensation package including performance-linked incentives and annual bonuses aligned with individual and organizational targets.
• Comprehensive health insurance coverage for employees and immediate family members, including medical, dental, and wellness benefits.
• Access to structured learning and development programs, leadership training, and opportunities for career advancement within a growing organization.
• Flexible work arrangements and a supportive work culture that values work-life balance, employee well-being, and professional growth.
• Opportunity to work at the forefront of digital financial services in India, contributing to meaningful innovation in the collections and fintech space.