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Collection Manager

Zonal Collection Manager, Delhi NCR

About PhonePe Limited:

Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore.

PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode – hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company’s vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

Job Responsibilities :

– Managing the portfolio by strategizing and driving collections
– Setting up and managing tele-calling / field agencies for specific zones.
– Responsible for controlling the roll rates and recovery of overdue from the delinquent pool & controlling bkt wise delinquencies.
– Managing and contributing NPA along with cost of collections
– Recruiting, coaching, and mentoring the team; identifying team goals.

Functional Competencies :

– Team Handling: Recruit, mentor and motivate the team to achieve targets on regular basis. Drive the team and deliver outcomes for self and team.
– Business Acumen: Analyse the effectiveness of the processes on a day-to-day basis and course correct. Has deep sense of ground reality and leverages it to achieve results.
– Analytical: Drive specific process efficiency metrics and be accountable to drive data-driven decision making.
– Managing Stakeholder: Manage disagreements maturely and align stakeholders. Communicate proactively and help bring clarity around deliverables and owners.
– Results Oriented: Deliver on daily numbers, short-term goals and long-term milestones set by business. Consistently deliver impact commensurate to the role.

KRAs & KPIs of the role :

– Collection targets achieved across due months for all the branches/locations within the Zone.
– Improve the collection cost metric, i.e., cost incurred for every rupee collected.
– Timely completion of operational activities across the zone.
– High customer satisfaction in terms of service.
– Compliance on code of conduct.
– Adequate manpower presence on field – hiring against open positions. Training, coaching and performance incentivization of the entire team.

Requirements:

– Must be Graduate and above and have at least 10 years experience in setting up operations from scratch and scaling them.
– Experience must include both tele- calling and field collections .
– Must have thorough understanding of hard bucket and Soft Bucket collections.
– Decision making, work under pressure, Effective communication, Handling equipment Analysis and synthesis
– Must have experience in vendor management

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

Insurance Benefits – Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
Wellness Program – Employee Assistance Program, Onsite Medical Center, Emergency Support System
Parental Support – Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
Mobility Benefits – Relocation benefits, Transfer Support Policy, Travel Policy
Retirement Benefits – Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
Other Benefits – Higher Education Assistance, Car Lease, Salary Advance Policy

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.

Read more about PhonePe on our blog.

Life at PhonePe

PhonePe in the news

Experience Level

Senior Level

Collection Manager

Cluster Collection Manager – Delhi NCR

About PhonePe Limited:

Culture:

Job Responsibilities

Team Leadership and Management: Lead and manage a team of Collection Executives and collaborate with third-party recovery agencies. Provide close supervision, guidance, and support to ensure the team meets its targets.
Performance Monitoring: Drive the collections process for your assigned cluster. Monitor and manage key performance indicators (KPIs) such as resolution rates and delinquency buckets to ensure superior client experience and operational efficiency.
Delinquency Management: Take ownership of the portfolio’s delinquency rates and recovery of overdue payments within the cluster. Implement strategies to control roll rates and minimize bucket-wise delinquencies.
Strategy and Execution: Develop and execute collections strategies tailored to the specific nature of overdue accounts in your cluster. Analyze data and portfolio health to make informed decisions and improve collections effectiveness.
Compliance and Process Adherence: Ensure strict adherence to collections processes and standard operating procedures (SOPs). Drive compliance with internal policies and regulatory guidelines.
Reporting and Analysis: Conduct daily monitoring and regular reviews of the delinquent portfolio. Prepare and present reports on cluster performance, challenges, and proposed solutions.

Functional Competencies

Leadership: Motivate and guide your team to achieve collections goals. Provide clear direction, regular feedback, and coaching to foster a high-performing team.
Analytical Skills: Use data to drive decision-making and identify opportunities for process improvements. Analyze collection trends and performance metrics to optimize strategies.
Communication: Communicate effectively with team members, senior management, and third-party agencies. Clearly articulate goals, expectations, and performance feedback.
Results-Oriented: Demonstrate a strong drive to achieve and exceed collections targets. Focus on delivering both short-term results and long-term milestones.

Qualifications and Attributes

Must be a graduate with at least 5
5+ years of experience in collections, with a minimum of 1-2 years in a team lead or supervisory role.
Prior experience in a bank, new-age NBFC, or Fintech company is highly preferred.
Strong ability to lead and motivate a team.
Excellent decision-making skills and the ability to work effectively under pressure.
Proactive and effective communication skills.

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

Insurance Benefits – Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
Wellness Program – Employee Assistance Program, Onsite Medical Center, Emergency Support System
Parental Support – Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
Mobility Benefits – Relocation benefits, Transfer Support Policy, Travel Policy
Retirement Benefits – Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
Other Benefits – Higher Education Assistance, Car Lease, Salary Advance Policy

Read more about PhonePe on our blog.

Life at PhonePe

PhonePe in the news

Experience Level

Mid Level

Collections Operations Lead

Deputy General Manager – Collections

ABOUT TIDE

At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting.

Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France.

Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love.

Tide facts:

Tide is available for UK, Indian, German and French SMEs
Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly
Over $300 million raised in funding
Over 2,500 Tideans globally – we’re diversity champions!
We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg.

ABOUT THE TEAM:

As the DGM of Collections, you will be the architect of Tide India’s debt management and recovery strategy. You will lead the end-to-end collections lifecycle—from early-stage delinquency to legal recovery—ensuring high recovery rates while maintaining Tide’s brand reputation and providing a positive member experience

ABOUT THE ROLE:

- Strategy & Framework: Design and implement a robust collections and recovery strategy for SME lending products (Unsecured Business Loans, Credit Lines, etc.).
- Agency Management: Onboard, manage, and audit third-party collection agencies (DCA) across India, ensuring they adhere to Tide’s ethical standards and RBI guidelines.
- Digital Transformation: Leverage data analytics and automation to move from traditional “calling-only” models to a digital-first approach (WhatsApp, automated IVR, personalized nudges).
- Compliance & Risk: Ensure 100% compliance with RBI’s Fair Practice Code and debt collection guidelines. Mitigate operational and reputational risks.
- Performance Monitoring: Track key metrics such as Roll Rates, Resolution Rates, Cost of Collections, and Net Credit Loss (NCL).
- Stakeholder Management: Work closely with the Risk, Product, and Legal teams to provide feedback on portfolio quality and refine credit underwriting models based on collection insights.

WHAT WE ARE LOOKING FOR:

Experience: 12–15+ years in Collections/Recovery within the Indian financial landscape (Fintech, NBFC, or Private Banks).
Domain Expertise: Deep understanding of the SME/MSME segment and unsecured lending recovery.
Regulatory Knowledge: Expert-level knowledge of Indian banking regulations, SARFAESI Act, and legal recovery processes (Section 138, Lok Adalat).
Leadership: Proven track record of managing large distributed teams and external vendors.2
Tech-Savvy: Comfortable working with CRM tools, LOS/LMS systems, and data visualization platforms (like Looker or Tableau).

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members’ diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

Disclaimer

It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:

Tide does not charge any fees at any stage of the recruitment process.
All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.
Communication from Tide will only come from an official @tide.co email address.
Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.

If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at talent@tide.co
Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.

Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy.

Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide’s Recruitment Privacy Notice.

Experience Level

Mid Level

Collections Operations Lead

Senior Manager – Regional Collection Manager, Recoveries North

About Us

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto ‘Make Life Simple’ inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, color, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
Dynamic, Inclusive and Diverse team culture
Gender Neutral Policy
Inclusive Health Benefits for all – Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for delivering on business metrics of portfolio resolution, norm, rollback and extraction/absolute recovery and ROR as per business operating plan through a team of Agency managers and Collection Vendors.

Role Accountability

Devise vendor allocation strategy for the CD/region and ensure appropriate capacity addition basis future business inflows in line with ACR guidelines
Ensure adequate legal interventions on the portfolio
Ensure various critical segments as defined by business are reviewed and performance is driven on them
Conduct regular performance review with Vendors and Area collection managers for all critical metrics to track the portfolio health and performance trends
Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value
Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers
Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines
Reinforce compliance standards with area collection managers and vendors to drive adherence to code of conduct
Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies
Ensure all customer complaints received are closed within time frame
Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating
Ensure monthly cost provisions are reported as per timelines
Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes
In cases pertaining to Banca delinquencies, collaborate with partner bank branches in respective locations to track customers

Measures of Success

Portfolio Coverage
Resolution Rate
Normalization/Roll back Rate
Settlement waiver rate
Absolute Recovery
Settlement waiver rate
Extraction Rate
ACM CAPE
ROR
Regulatory Customer complaint %
Vendor SVCL Audit adherence
Process adherence as per MOU

Technical Skills / Experience / Certifications

Credit Card knowledge along with good understanding of Collection Processes

Competencies critical to the role

Analytical Ability
Stakeholder Management
Problem Solving
Result Orientation
Process Orientation

Qualification

Post-Graduate / Graduate in any discipline

Preferred Industry

FSI

Experience Level

Senior Level

Collection Manager

Collections Manager-SUPPORT SERVICES-Collection

Collections Manager – Support Services-Collection

Job Role:

Monitoring and maintaining branch collection.

Managing repossession & handling team.

Co-ordination with collection agency, repossession agent, sale of vehicle.

Legal formalities.

Job Responsibilities:

Candidate will responsible to hire/complete the team

Will handle the vendor management.

Job Requirements:

Minimum graduation (MBA preferable), and thorough knowledge of collection activity. Managerial position experience required.

Personality Traits:

Should be able to take major decisions independent

Must be able to manage team efficiently

Experience Level

Mid Level

Assistant Collection Manager

Team Member – Retention-Loan Against Property-Sales

As a Team Member in the Retention team, you will play a crucial role in ensuring customer satisfaction and loyalty. Your primary focus will be on retaining existing customers and expanding their loan portfolios. You will work closely with the sales team to identify opportunities for cross-selling and upselling, thereby contributing to the overall growth of the bank’s loan business.

Build and maintain strong relationships with existing customers to ensure their continued satisfaction and loyalty.
Identify opportunities to cross-sell and upsell additional loan products to customers, thereby increasing their loan portfolio.
Monitor and analyze customer loan portfolios to identify potential risks and opportunities for growth.
Collaborate with the sales team to develop targeted retention strategies and implement effective sales campaigns.
Stay updated on market trends and competitor activities to ensure the bank’s loan products remain competitive.
Provide excellent customer service and support, addressing customer inquiries and concerns promptly.
Maintain accurate records and documentation of customer interactions and loan portfolio details.
Assist in the development and implementation of retention policies and procedures to enhance customer retention rates.
Collaborate with other departments to ensure a seamless customer experience across all touchpoints.

Bachelor’s degree in Business, Finance, or a related field preferred.
Minimum 2 years of experience in a customer-facing role, preferably in the banking or financial services industry.
Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
Excellent problem-solving and analytical skills, with the ability to identify opportunities for growth and improvement.
Proficiency in Microsoft Office suite, especially Excel, for data analysis and reporting.
Knowledge of loan products, including loan against property, is highly advantageous.
Ability to work independently and manage multiple tasks simultaneously.
Strong organizational skills and attention to detail.
Willingness to learn and adapt to changing market conditions and bank policies.
A customer-centric approach and a passion for delivering exceptional customer experiences.

Experience Level

Mid Level

Collection Manager

Manager – Agency management, Collection Field North

About Us

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
Dynamic, Inclusive and Diverse team culture
Gender Neutral Policy
Inclusive Health Benefits for all – Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR.

Role Accountability

Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers
Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR
Ensure various critical segments as defined by business are reviewed and performance is driven on them
Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value
Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers
Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines
Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies
Ensure 100% data security using secured data transfer modes and data purging as per policy
Ensure all customer complaints received are closed within time frame
Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating
Ensure agencies raise invoices timely
Monitor NFTE ACR CAPE as per the collection strategy

Measures of Success

Portfolio Coverage
Resolution Rate
Normalization/Roll back Rate
Settlement waiver rate
Absolute Recovery
Rupee collected
NFTE CAPE
DRA certification of NFTEs
Absolute Customer Complaints
Absolute audit observations
Process adherence as per MOU

Technical Skills / Experience / Certifications

Credit Card knowledge along with good understanding of Collection Processes

Competencies critical to the role

Analytical Ability
Stakeholder Management
Problem Solving
Result Orientation
Process Orientation

Qualification

Post-Graduate / Graduate in any discipline

Preferred Industry

FSI

Experience Level

Mid Level