Deputy Vice President-Zonal Collection

Job Title: Zonal Collections Head – Credit Card Portfolio

Department: Collections

Reporting To: National Collections Head / Senior Leadership

Role PurposeTo lead and manage a team of Regional Collection Managers and ACMs across the zone, ensuring efficient execution of field collection processes and delivery on overall portfolio performance across various delinquency buckets.

Key Responsibilities1. Portfolio Team ManagementDrive portfolio performance across multiple due stages through effective leadership of RCMs and ACMs.
Ensure infrastructure, resources, and manpower are aligned to meet operating plans and collection targets.
Formulate and implement zonal collection strategies considering portfolio segmentation, market dynamics, and business goals.
2. Risk Identification MitigationIdentify critical and underperforming segments and apply appropriate legal and hardship resolution strategies.
Raise early warnings in new or high-growth markets by monitoring sourcing quality to maintain portfolio hygiene.
3. Vendor Performance MonitoringConduct regular performance reviews with vendors, agency managers, and regional managers across all key metrics.
Monitor field collection performance by vintage, bucket, and region to ensure operational cost efficiency and targeted recoveries.
4. Process Compliance GovernanceEnsure compliance with company policies, audit guidelines, code of conduct, and customer service standards.
Implement a strong grievance redressal mechanism for customer complaints with timely and satisfactory resolution.
Guarantee 100% SVCL (Site Visit Compliance Log) coverage across all vendor locations in the zone.
5. Strategic Reporting PlanningSubmit accurate monthly cost provisions to the Finance team within timelines.
Collaborate on the design and implementation of portfolio treatment strategies to maximize resolution and recovery.
Benchmark competitors to improve key performance indicators like GNPA, gross write-offs, settlement losses, and extraction rates.
Measures of Success (KPIs)Portfolio Coverage
GNPA Rate and Value
30+ and 90+ Delinquency Rates
POF (Product of Flows) – 30 to Write-off
GWO (Gross Write-off)
Absolute Recovery and Extraction Rate
Cost of Collection
Settlement Waiver Rate
CAPE (Cost Allocation per Employee) Management
ROR (Rate of Recovery)
ACM-wise Recovery
Regulatory Complaint %
MOU-based Process Adherence
QualificationsGraduate/Post-Graduate in any discipline
Preferred Industry BackgroundFinancial Services Industry (FSI), especially Credit Cards or Consumer Lending
Required Skills CompetenciesStrong knowledge of credit card collections processes
Analytical mindset with result-oriented approach
Problem-solving and decision-making capabilities
Excellent stakeholder management and team leadership
Strong process orientation and compliance understanding Read more