National Collection Manager SME (LAP/MFL/BL ) Protium

About Protium

Job Description

Job Summary: The National Collection Manager for SME Products (Lower Buckets) will lead and manage the collections process for early-stage delinquencies in the SME portfolio comprising of LAP / MFL & BL. This role involves strategizing, implementing, and monitoring efficient recovery processes, leveraging technology and analytics to ensure high collection efficiencies while maintaining customer relationships. Key Responsibilities: Collections Strategy & Execution: Develop and implement strategies for managing lower bucket delinquencies in the large ticket LAP/MFL portfolio. Set collection targets and ensure timely follow-ups to minimize flow into higher buckets. Team Management: Lead, train, and manage regional and zonal collection teams across the country. Provide guidance and foster collaboration between field teams and legal teams for better resolutions Process Optimization: Streamline and standardize collections processes to ensure maximum efficiency. Ensure adherence to regulatory and organizational compliance norms. Technology Integration: Leverage machine learning, predictive analytics, and CRM tools to identify at-risk customers and prioritize collection efforts. Collaborate with tech teams to implement automated follow-up systems and real-time tracking of collections. Stakeholder Management: Work closely with credit, operations, and legal teams to resolve issues and escalate cases as needed. Liaise with external collection agencies and ensure adherence to service-level agreements. Data Analysis & Reporting: Monitor portfolio performance and provide insights through dashboards and MIS reports. Track KPIs, such as recovery rates, resolution time, and bucket movement, to ensure collection efficiency. Customer-Centric Approach: Maintain a professional and empathetic approach towards customers to build trust and long-term relationships. Ensure a balance between recovery efforts and preserving the companys brand image. Key Performance Indicators (KPIs): Collection efficiency rate in lower buckets. Reduction in roll-forward rates to higher buckets and normalization Team performance metrics (productivity, resolution rates). Compliance with legal and regulatory standards. Qualifications & Skills: Educational Background: MBA or Graduate in Business, Finance, or related field. Experience: 12+ years of experience in collections, preferably in LAP or secured lending products. Proven experience in managing national or large-scale collection operations. Skills: Strong understanding of LAP /MFL and BL products and risk management. Proficiency in using collection management systems, CRM tools, and analytics platforms. Leadership and team management skills with the ability to inspire and motivate a large team. Excellent communication, negotiation, and conflict-resolution skills. Preferred Traits: Experience working in a technology-driven collections setup. Knowledge of regional languages and cultural nuances for better customer handling. Strong analytical mindset with a focus on data-driven decision-making.,