Cluster Collections Manager

Job Description: Cluster Collections Manager

Department:

Collections

Location:

Cluster Level (Multiple Branches)

Reporting To:

State Collections Manager

Role Objective

To manage and drive collections performance across a cluster of branches by ensuring timely recoveries, controlling delinquencies, and maintaining portfolio quality while adhering to company policies and regulatory guidelines.

Key Responsibilities

Collections Execution

• Drive collections targets across assigned branches within the cluster.
• Monitor delinquency buckets (0+, 30+, 60+, 90+) and ensure timely resolution.
• Ensure achievement of monthly and quarterly collection goals.

Team Management

• Supervise and guide Branch Collections teams and field staff.
• Monitor individual and branch-level performance.
• Provide on-ground training and support to improve efficiency.

Portfolio Monitoring

• Track portfolio health and identify early warning signals.
• Analyze overdue accounts and initiate corrective actions.
• Focus on reducing roll-forward and improving roll-back rates.

Field Collections & Recovery

• Support teams in resolving critical and high-value delinquent cases.
• Conduct field visits for sensitive or escalated accounts.
• Ensure effective handling of hard bucket cases.

Agency & Vendor Management

• Manage and monitor collection agencies within the cluster.
• Ensure agencies meet performance and compliance standards.
• Optimize agency allocation for better recovery outcomes.

Process & Compliance

• Ensure adherence to internal policies and regulatory norms.
• Promote ethical collection practices and customer handling.
• Maintain proper documentation for audit and compliance.

Stakeholder Coordination

• Work closely with Sales, Credit, and Operations teams.
• Provide feedback on customer behavior and portfolio risks.
• Ensure alignment between business growth and risk management.

MIS & Reporting

• Prepare and share daily/weekly/monthly collection MIS.
• Highlight key risks, achievements, and action plans.
• Report performance insights to the State Collections Manager.

Key Performance Indicators (KPIs)

• Collection efficiency (%) at cluster level
• Delinquency reduction across buckets
• Rollback vs roll-forward ratios
• Agency productivity and effectiveness
• Resolution of high-value delinquent accounts

Qualifications & Experience

• Graduate/Postgraduate (MBA preferred)
• 4–8 years of experience in collections in NBFC/Housing Finance
• Experience in handling multiple branches or a cluster is preferred

Key Skills

• Strong team handling and leadership skills
• Analytical and problem-solving ability
• Knowledge of collections processes and legal framework
• Effective communication and negotiation skills
• Ability to manage field operations

Behavioral Competencies

• Result-oriented and proactive
• High ownership and accountability
• Strong interpersonal skills
• Ability to work under pressure and meet deadlines

Job description generated on [Insert Date]. This document contains confidential information.