PhonePe—Cluster Collections Manager, Shivamoga, Karnataka

Job description

Description: Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore. PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company’s vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services. Job Responsibilities - Team Leadership and Management: Lead and manage a team of Collection Executives and collaborate with third-party recovery agencies. Provide close supervision, guidance, and support to ensure the team meets its targets. - Performance Monitoring: Drive the collections process for your assigned cluster. Monitor and manage key performance indicators (KPIs) such as resolution rates and delinquency buckets to ensure superior client experience and operational efficiency. - Delinquency Management: Take ownership of the portfolio's delinquency rates and recovery of overdue payments within the cluster. Implement strategies to control roll rates and minimize bucket-wise delinquencies. - Strategy and Execution: Develop and execute collections strategies tailored to the specific nature of overdue accounts in your cluster. Analyze data and portfolio health to make informed decisions and improve collections effectiveness. - Compliance and Process Adherence: Ensure strict adherence to collections processes and standard operating procedures (SOPs). Drive compliance with internal policies and regulatory guidelines. - Reporting and Analysis: Conduct daily monitoring and regular reviews of the delinquent portfolio. Prepare and present reports on cluster performance, challenges, and proposed solutions. Functional Competencies - Leadership: Motivate and guide your team to achieve collections goals. Provide clear direction, regular feedback, and coaching to foster a high-performing team. - Analytical Skills: Use data to drive decision-making and identify opportunities for process improvements. Analyze collection trends and performance metrics to optimize strategies. - Communication: Communicate effectively with team members, senior management, and third-party agencies. Clearly articulate goals, expectations, and performance feedback. - Results-Oriented: Demonstrate a strong drive to achieve and exceed collections targets. Focus on delivering both short-term results and long-term milestones. - Must be a graduate with at least 5 - 5+ years of experience in collections, with a minimum of 1-2 years in a team lead or supervisory role. - Prior experience in a bank, new-age NBFC, or Fintech company is highly preferred. - Strong ability to lead and motivate a team. - Excellent decision-making skills and the ability to work effectively under pressure. - Proactive and effective communication skills. PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles) - Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance - Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System - Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program - Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy - Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment - Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy