ACM-Recovery, Mumbai

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.

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

The ACM leads the collections and recovery operations for a defined geographic territory. The role requires balancing high recovery volumes with strict adherence to regulatory compliance and ethical collection practices.

Key Responsibilities

1. Recovery & Delinquency Management
 Execute absolute recovery strategies for mid-to-late stage delinquency (e.g., 90+ DPD) and write-off pools to minimize financial losses.
 Achieve monthly roll-back, resolution, and portfolio efficiency targets across assigned states or regions.
 Identify early stress accounts, fraudulent profiles, and skip-cases, and initiate prompt corrective action plans.

2. Agency & Vendor Management
 Recruit, onboard, and manage external collection agencies, field officers, and channel partners.
 Conduct regular performance reviews with vendors, allocate portfolios, and manage incentive structures.
 Audit agencies to ensure compliance with company Memorandums of Understanding (MOUs) and data security mandates.

3. Legal & Regulatory Compliance
 Ensure 100% compliance with RBI guidelines, Fair Practices Code, and ethical collection standards.
 Coordinate with internal legal teams and law enforcement agencies for legal interventions and speedy recovery of written-off cases.
 Handle critical customer escalations and sensitive recovery cases professionally.

4. Stakeholder & Team Management
 Lead, mentor, and monitor internal teams of Territory Managers and Collection Executives.
 Provide regular inputs and feedback to the Risk, Credit, and Policy teams on geographic portfolio health and delinquency trends.

Required Qualifications & Skills
 Education: Graduate in any discipline; Post-Graduate or MBA is highly preferred.
 Experience: 10+ years in Banking, NBFC, or Financial Services collections, with a minimum of 2-5 years in a leadership/zonal capacity.
 Core Competencies: Analytical ability, negotiation, crisis management, and strong stakeholder management

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