Zonal Head - Collections - Financial Services

Key Responsibilities:

Leadership and Team Management:

- Lead, mentor, and manage a team of field collection agents and regional managers.

- Set performance targets and monitor the team's performance against those targets.

- Foster a culture of accountability, continuous improvement, and excellence within the team.

Strategic Planning and Execution:

- Develop and implement effective field collection strategies to minimize delinquencies and maximize recoveries.

- Analyse data to identify trends and areas for improvement and adjust strategies accordingly.

- Coordinate with other departments (e.g., Risk, Compliance, Customer Service) to ensure a cohesive approach to collections.

Operational Efficiency:

- Optimize field collection processes to enhance efficiency and effectiveness. o Ensure timely and accurate reporting of collection activities and performance metrics.

- Utilize technology and automation to streamline field operations.

Regulatory Compliance:

- Ensure all field collection activities comply with relevant laws, regulations, and company policies.

- Stay updated on changes in regulatory requirements and adjust processes as needed.

- Handle escalated cases with sensitivity and adherence to legal standards.

Customer Interaction:

- Oversee the resolution of complex and high-value cases, maintaining a customer-centric approach.

- Ensure field agents handle customer interactions professionally and ethically.

- Implement strategies to maintain positive customer relationships while achieving collection targets.

Qualifications:

- Minimum of 8-10 years of experience in field collections within the financial services industry, with at least 5 years in a leadership role.

- Proven ability to manage and motivate large teams.

- Strong analytical skills and experience with data-driven decision making.

- Excellent communication, negotiation, and interpersonal skills.

- In-depth knowledge of relevant regulatory requirements and compliance standards.

- Proficiency in using collection software and tools.

- Degree is a must, Master's in Business Administration, or a related field is preferred.