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 team in Kolkata, India. In this pivotal role, you will be responsible for overseeing and optimizing digital collection processes across the assigned region, ensuring efficient recovery of outstanding dues while maintaining strong customer relationships. You will work at the intersection of financial operations and digital technology, leveraging data-driven strategies to enhance collection performance and drive measurable business outcomes. This is an excellent opportunity for a motivated professional looking to make a significant impact within a fast-paced and evolving financial services environment.

Key Responsibilities

• Manage and monitor end-to-end digital collection flows across the Kolkata region, ensuring timely recovery of overdue accounts through automated and digital channels.
• Develop and implement region-specific collection strategies by analyzing portfolio data, delinquency trends, and customer behavior to maximize recovery rates.
• Collaborate with cross-functional teams including technology, analytics, and customer experience to continuously improve digital collection tools and platforms.
• Lead, mentor, and performance-manage a team of collection executives and digital operations staff, setting clear targets and fostering a culture of accountability.
• Monitor key performance indicators such as resolution rates, roll-back rates, and digital penetration metrics, preparing detailed reports for senior management review.
• Ensure full compliance with RBI guidelines, company policies, and applicable legal frameworks governing collections and customer communications.
• Identify opportunities to reduce manual intervention by scaling digital-first collection journeys, including IVR, chatbot, SMS, and payment link integrations.
• Build and maintain productive relationships with external collection agencies, fintech partners, and payment gateway providers to strengthen the overall collections ecosystem.

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 digital collections environment.
• Demonstrated expertise in managing digital collection workflows, payment platforms, and automated communication systems.
• Strong analytical skills with the ability to interpret complex data sets and translate insights into actionable collection strategies.
• Proven leadership and people management experience, with a track record of building high-performing teams in a target-driven environment.
• Excellent knowledge of regulatory compliance requirements related to debt collection practices in India, including FLDG norms and fair practices code.
• Proficiency in CRM tools, collection management systems, and Microsoft Office Suite; familiarity with SQL or data visualization tools is an added advantage.

Benefits

• Competitive compensation package including a performance-linked incentive structure designed to reward high achievers and recognize consistent results.
• Comprehensive health and wellness benefits covering medical, dental, and accidental insurance for employees and their immediate family members.
• Structured learning and development programs, including access to industry certifications, leadership training, and digital finance workshops to support career growth.
• A flexible and inclusive work culture with opportunities for internal mobility, cross-functional exposure, and fast-track career progression within a rapidly expanding organization.
• Additional perks including paid leave entitlements, employee assistance programs, and team engagement initiatives that promote a healthy work-life balance.