Retail Collections Department Head

1 week ago

Makati City, National Capital Region, Philippines Equicom Savings Bank, Inc. Full time

Position Title: Retail Collections Head

We are looking for a seasoned Head – Retail Collections to lead the bank's retail collections function. The role will be responsible for managing delinquency, improving recoveries, reducing NPAs, and ensuring full compliance with RBI guidelines and customer protection standards across retail loan portfolios.

Key Roles & Responsibilities

Lead end-to-end retail collections operations for products such as Home Loans, Auto Loans, Personal Loans, Credit Cards, and Other Retail Assets.

Define and execute collections strategies across early, mid, and late delinquency buckets to achieve recovery and NPA targets.

Oversee field collections, tele-collections, digital collections, and agency channels across multiple regions.

Monitor and control portfolio health using key metrics such as PAR, DPD, roll rates, bounce rates, resolution rates, and recoveries.

Ensure strict adherence to RBI regulations, Fair Practices Code, customer conduct norms, and internal compliance policies.

Manage and govern collection agencies, including empanelment, performance reviews, audits, and regulatory compliance.

Work closely with Risk, Credit, Legal, Operations, IT, and Analytics teams to strengthen recovery outcomes and reduce delinquency flow.

Drive digital transformation and analytics-based collections, including workflow automation, scorecards, and predictive models.

Oversee legal recovery processes, settlements, SARFAESI coordination (where applicable), and write-off management.

Handle customer escalations and regulatory complaints, ensuring timely and fair resolution.

Build, mentor, and lead a high-performing regional and zonal collections leadership team.

Eligibility & Experience

Graduate / Postgraduate in Finance, Business, or related discipline.

7-10+ years of experience in retail collections within banking institutions.

Strong experience managing secured and unsecured retail loan portfolios.

Proven capability in leading large, geographically distributed teams.

In-depth knowledge of banking regulations, legal recovery frameworks, and compliance requirements.

Strong leadership, negotiation, and stakeholder management skills.

Key Skills & Competencies:

Retail Banking Collections

NPA & Delinquency Management

RBI Compliance & Fair Practices

Field & Tele-Collections Management

Agency & Vendor Governance

Legal & Recovery Processes

Data & Analytics-Driven Decision Making

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