Job Description – Deputy Business Operations Head – Field Collections (Retail Loans)

Designation: Deputy Business Operations Head – Field Collections

Reporting To: Business Operations Head

Industry: BFSI

Employment Type: Full-Time

Experience: 12–18 Years

Education: Graduate in any discipline; MBA/Relevant Professional Qualification preferred

Job Overview

We are looking for an experienced Deputy Business Operations Head – Field Collections to lead and manage state-level field collection operations for retail loan portfolios. The ideal candidate should have strong experience in multi-location collections, team leadership, manpower planning, client management, and portfolio performance.

Key Responsibilities

• Develop and execute state-level field collection strategies to achieve business and recovery targets.
• Manage collection performance across assigned retail loan portfolios and ensure achievement of defined targets.
• Ensure optimal allocation and deployment of cases to Field Officers (FOS).
• Plan and maintain adequate manpower and geographic coverage across the state.
• Monitor and control manpower costs while ensuring portfolio profitability.
• Review daily, weekly, and monthly collection performance against targets and drive corrective actions.
• Lead, mentor, and develop field collection teams to improve productivity and operational efficiency.
• Ensure all collection activities comply with RBI regulations, client guidelines, and the company’s Code of Conduct.
• Conduct regular performance and review meetings with clients.
• Build and maintain strong relationships with clients and key stakeholders.
• Ensure accurate, timely, and data-driven reporting of collection performance and operational metrics.
• Analyze market and geographic trends to improve collection efficiency and portfolio performance.

Required Experience & Competencies

• 12–18 years of hands-on experience in multi-location or state-level field collections operations.
• Strong experience in retail loan collections, including:
• Personal Loans
• Credit Cards
• Two-Wheeler/Auto Loans
• Consumer Durable Loans
• Housing Loans
• Secured and Unsecured Loans
• Prior experience with banks, NBFCs, or specialized collection agencies.
• Strong data-driven approach to performance management and decision-making.
• Excellent understanding of geographic markets and collection dynamics.
• Strong leadership, team management, and manpower planning skills.
• Excellent client relationship and communication skills.
• Ability to manage large teams and drive performance across multiple locations.

Qualification

• Graduate in any discipline.
• MBA or relevant professional qualification will be an added advantage.