Area Recovery Manager - Hard bucket
SkillLabs
To manage and drive recovery of overdue vehicle loan accounts under the HARD bucket, ensuring achievement of collection targets, reduction in delinquency, effective field operations, and adherence to the organization's recovery policies and regulatory guidelines.
Key Responsibilities
- Manage recovery operations for vehicle loan accounts within the assigned geographical area.
- Achieve monthly collection, recovery, and resolution targets for AHRD bucket accounts.
- Analyze delinquent accounts and prepare account-wise recovery strategies based on overdue amount, customer profile, vehicle status, and repayment history.
- Monitor and control field collection activities through collection executives/agencies.
- Ensure regular field visits and effective customer contact for high-risk and overdue accounts.
- Drive promise-to-pay (PTP) generation and ensure timely PTP realization.
- Identify high-risk, skip, non-contactable, and potentially irrecoverable accounts and initiate appropriate escalation/action.
- Coordinate with repossession/recovery agencies wherever required, strictly in accordance with company policy and applicable laws.
- Track vehicle status, valuation, repossession, yard movement, and disposal/recovery wherever applicable.
- Review daily and monthly collection performance against targets and take corrective action for shortfalls.
- Conduct regular field visits with team members and provide on-ground guidance and coaching.
- Monitor agency/vendor performance and ensure compliance with agreed service levels.
- Maintain accurate collection, recovery, repossession, and customer-contact records in the relevant systems.
- Coordinate with legal, operations, credit, sales, and other internal teams for resolution of difficult/high-value cases.
- Prepare MIS and management reports covering collection efficiency, PTP, roll-forward, resolution, repossession, and outstanding portfolio.
- Ensure adherence to the organization's Fair Practices Code, collection/recovery policy, customer protection norms, and applicable RBI/regulatory guidelines.
- Prevent customer complaints and ensure that all recovery activities are conducted professionally and ethically.
- Identify process gaps and recommend measures to improve recovery efficiency and portfolio quality.
- Monthly collection/recovery achievement
- AHRD bucket resolution %
- Collection efficiency
- PTP generation and PTP realization %
- Roll-back / roll-forward performance
- Number and value of accounts resolved
- Repossession and disposal/recovery performance
- Reduction in overdue outstanding
- Agency/field executive productivity
- Customer complaint and escalation levels
- Cost of collection / recovery efficiency
Education
Graduate in any discipline; MBA/PGDM in Finance, Marketing, or related field will be an advantage.
Experience
- 5–7 years of experience in collections/recovery, preferably in vehicle loans/auto finance/NBFC/banking.
- Experience handling delinquent or high-risk loan portfolios is preferred.
- Prior experience managing collection agencies/field teams will be an advantage.
- Strong field collection and negotiation skills
- Good knowledge of vehicle-loan recovery processes
- Team handling and leadership capability
- Strong analytical and problem-solving skills
- Good knowledge of local geography and customer segments
- Ability to handle difficult customer situations professionally
- Target-oriented and result-driven approach
- Good communication and interpersonal skills
- Working knowledge of MS Excel and collection/recovery systems
- Ability to work extensively in the field
- Strong ownership and accountability
- High integrity and ethical conduct
- Ability to work under pressure
- Effective team motivation and monitoring
- Strong follow-up and execution capability
- Sound understanding of recovery/legal processes