The Collection Manager – EM Recovery is responsible for managing end-to-end collections for EMI/EM recovery portfolios, driving delinquency reduction, improving resolution efficiency, and ensuring compliance with regulatory and company guidelines. Key Responsibilities Portfolio & Performance Management • Manage assigned EM/EMI recovery portfolio across buckets (early, mid, late). • Drive collection efficiency, resolution rate, and reduction in delinquency (DPD). • Monitor daily, weekly, and monthly collection targets and KPIs. Team & Vendor Management • Manage and mentor field collection teams and agency partners. • Allocate cases, track productivity, and ensure optimal coverage. • Conduct regular performance reviews, training, and coaching sessions. Strategy & Execution • Implement collection strategies aligned with business goals. • Optimize field visits, calling strategies, and settlement programs. • Work closely with risk, product, and analytics teams to improve recoveries. Compliance & Governance • Ensure adherence to RBI guidelines, fair practice code, and Paytm policies. • Handle escalations, customer complaints, and dispute resolutions. • Maintain accurate documentation and reporting. Reporting & Analysis • Prepare MIS reports on collections, roll rates, and recoveries. • Analyze trends, identify gaps, and propose corrective actions. • Track agency performance and recommend scale-up or corrective measures.