Job Description

Will be responsible to Lead Collections Operations for recovery of outstanding debts and payments of American Express Cards in Delhi and North India out locations markets by managing the outside agency partner network.
They will be leading outside agency collection teams, develop strategies to maximize recovery rates, minimize delinquencies, and ensure compliance with regulatory and legal standards

Further provide feedback to management to improve strategy and governance customized to the local market of operation.

The ideal candidate possesses a deep understanding of banking/NBFC regulations, excellent legal literacy, and exceptional negotiation skills to secure overdue payments ethically.

• Strategy Development: Design and implement highly effective collection procedures to improve recoveries and reduce delinquencies.
• Team Leadership: Manage, train, and mentor collection agents or agencies, setting clear recovery targets and evaluating team performance.
• Customer Negotiations: Handle complex, high-value delinquent accounts over call or meeting face to face and negotiate mutually beneficial payment plans to secure funds.
• Complain Management: Ensure All Customer Escalations in Local Market Are Managed End to End in Consultation with the grievance redressal team. Handle escalations and negotiate payment plans, debt restructuring, or OneTime Settlements (OTS) with debtors.
• Compliance & Auditing: Ensure all collection practices strictly adhere to the Reserve Bank of India (RBI) guidelines and Fair Practices Code to maintain ethical recovery standards along with internal company policies.
• Partner with legal team: Initiate statutory actions on identified cases for Lok Adalat, IBC , Section 138 (Cheque Bounce), or arbitration processes.
• Lead and upskill collection specialists and field agents to boost resolution metrics.
• Track daily operational KPIs - Identify Opportunities/Root Cause, Deliver and Monitor Solutions to Improve Overall Performance through analysis on effectiveness of collections, KPI and collector level effectiveness. Prepare and Maintain Monthly Scorecards for Self and The Team.
• Reporting & Analysis: Prepare and present regular reports on recovery metrics, collection efficiency, and agency performance to the vendor & upper management.
• Compliance & Legal
• Team & Performance Management

Qualifications:

• Minimum of 3-5 Years dedicated work experience in Collections and agency management within Indian Banks/NBFCs
• Knowledge of Domestic Market Collections.
• Experience in Field Collections and tele calling.
• Academic Background: Any Graduate

Skills & Competencies

• Hard Skills: Mastery of customer segmentation, risk profiling, bucketing principles, and applicable legal procedures.
• Technical Skills: High proficiency in Tele-calling / Field Collection KPI’s, Excel MIS reporting and PowerPoint Presentation.
• Soft Skills: Persuasive communication, conflict resolution, emotional intelligence, and firm situational negotiation capabilities over both Call and face to face meeting.
• Language: Fluency in English and Hindi is mandatory

Preferred Qualifications:

• Result Oriented
• Self-directed with strong interest in the collection business and passionate in driving business results
• Strong thought leadership with ability to incorporate analytical & operational aspects to design & implement innovative solutions to drive performance.
• Sound knowledge of company’s products, policies, and operations systems & processes. Proven ability to successfully multitask and constantly juggle priorities.
• Ability To Partner and Influence Vendors, Peers and Management with Excellent Verbal and Written Communication Skills.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.