Paytm | Regional Collections Manager - Senior Manager - Lending Collections

Responsibilities

• The team is responsible for managing portfolio health, controlling credit risk across loan buckets, overseeing multi-region collection operations, addressing critical customer escalations, and implementing scalable recovery and repayment strategies across Paytm's digital lending portfolio.
• As a Regional Collections Manager (RCM), you will lead the overall collections performance, portfolio health, and recovery targets for a designated region.
• You will directly manage a team of Area Collection Managers (ACMs), driving their performance, operational efficiency, and team productivity.
• This leadership role demands strategic oversight to control flow rates, manage agency ecosystems, handle high-level escalations, and ensure strict adherence to regulatory and compliance guidelines across all areas within the region.
• Regional Target Ownership: Drive regional collection targets, minimize roll-forwards/flow cases, manage non-starters, and maintain portfolio yield across all delinquency buckets (X-Bucket to Write-Offs).
• Team Leadership & ACM Management: Directly manage, mentor, and track the performance of Area Collection Managers (ACMs).
• Conduct regular weekly/monthly operational reviews to monitor team productivity, field allocation, and target achievement.
• Capacity Planning & Resource Allocation: Ensure optimal deployment of internal Collection Executives and external collection agencies ("Feet on Street") based on bucket-wise and segment-wise workload distribution across all areas.
• Agency & Vendor Ecosystem Management: Oversee onboarding, background verification, audit performance, and empanelment of third-party collection agencies across the region.
• Define vendor allocation strategies and handle fee/incentive structures.
• Training & Capacity Building: Identify regional skill gaps, drive ongoing compliance and soft-skills training for ACMs, CEs, and vendor partners, and continuously evaluate team performance for succession planning.

Requirements

• Graduate degree in any discipline; Post Graduation/MBA in Finance, Operations, or Business Management preferred.
• Leadership & Team Management: Proven track record of managing multi-tier teams (managing Area Managers who in turn manage field/agency teams).
• Strategic & Analytical Mindset: Deep understanding of collection metrics (flow rates, roll-rates, resolution rates, capacity modeling) and data-driven decision-making.
• Negotiation & Result Orientation: High-stakes negotiation skills with a relentless focus on target delivery in a fast-paced environment.
• Stakeholder & Legal Management: Strong grasp of legal/regulatory frameworks (RBI collection guidelines, repossession protocols, legal notice processes) and experience handling local law enforcement touchpoints.
• Excellent verbal and written communication skills to liaise effectively with cross-functional leadership, legal teams, external vendors, and regulatory bodies.

Paytm (One 97 Communications Limited)

Paytm is the consumer and merchant brand of One 97 Communications Limited, a company founded by Vijay Shekhar Sharma and headquartered in Noida, Uttar Pradesh. Paytm started in 2010 with mobile recharges and bill payments and describes itself as India's leading mobile payments and financial services distribution company and a pioneer of the mobile QR payments revolution in India. It builds technology that helps small businesses with payments and commerce, and its stated mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology. One 97 Communications has been listed on the NSE and BSE since November 2021.

Its businesses include UPI and wallet payments for consumers, QR codes, Soundbox and card machines and an online payment gateway for merchants, the distribution of loans, insurance and investment products in partnership with regulated lenders and insurers, Paytm Money for stock broking and mutual funds, Paytm Ads, and ticketing and travel. Finance roles at Paytm span business finance for its lending and payments businesses, financial planning and analysis, treasury and capital markets, direct and indirect taxation, finance controls and governance, internal audit and regulatory compliance — work that suits CA, CMA, CFA, MBA (Finance) and B.Com / M.Com profiles.

• Industry: Fintech — digital payments and financial services distribution
• Headquarters: Noida, Uttar Pradesh, India
• In India: Head office in Noida, with teams in Mumbai, Bengaluru, Gurugram and sales and collections teams across India