Field Debt Manager (Ernakulam)

Field Debt Manager

About the Team

The Debt Management team is responsible for ensuring timely and efficient recovery of outstanding dues from customers. Their role involves designing, implementing, and optimizing collection strategies across various channels to minimize delinquencies and improve cash flow. The team focuses on balancing customer experience with recovery effectiveness by using data-driven insights, segmentation, and targeted action plans.

About the Role

We are seeking a proactive and experienced leader to join our Field Debt Management team as a Field Debt Manager. In this role, you will oversee and guide the team of Field Debt Management Executives responsible for recovering overdue payments from customers in our personal loans portfolio. You will ensure the team meets collection targets by monitoring field activities, providing coaching, and enforcing compliance with company policies and regulatory requirements. Your leadership will be essential in driving performance, improving recovery rates, and maintaining high standards of professionalism.

What We Expect From You

Managing a team of ground Field Executives for effective & efficient recovery of overdue amounts from default customers through planned visits to customer addresses

Ensure proper planning for effective recovery through strong execution; guide and motivate the field team to reach monthly targets

Overview of day-to-day agent activities including regular performance monitoring, in-person visits for high-value accounts, and regular & timely follow-ups with customers

Guide executives to increase contactability with customers and execute advanced loss prevention activities wherever applicable (i.e. skip tracing, fore-closures, etc.

Maintain fair collection practices in adherence with the code of conduct & legal guidelines and ensure that the team follows the same

Ensure agents regularly attend all meetings, AHMs, and training sessions as required

Highlight accounts requiring legal action and following process on the same

Ensure that the team adheres to SOPs related to collection such as timely updation of feedback for assigned accounts, conducting in-depth review and audit of collection cases, alongside review and presenting a synthesis of high-value accounts on a weekly basis

Run daily team stand-up/ huddle, ensure attendance and App adoption by the agent

Ensure that you and the team are up to date on all relevant circulars and all products/services offered.

Must Haves

Strong communication and influencing skills.

Should have a geographical understanding of the specified area.

2 - 5 years of people management experience in sales, operations, customer experience or collections role.

Should have a working knowledge of MS Excel and Google Sheets

Should have high professional ethics and integrity

Qualification: Any Graduate

Inside Navi

We are shaping the future of financial services for a billion Indians through products that are simple, accessible, and affordable. From Personal & Home Loans to UPI, Insurance, Mutual Funds, and Gold - we’re building tech-first solutions that work at scale, with a strong customer-first approach.

Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of India’s fastest-growing financial services organisations. But we’re just getting started!

Our Culture

The Navi DNA Ambition.

Perseverance. Self-awareness. Ownership. Integrity.

We’re looking for people who dream big when it comes to innovation. At Navi, you’ll be empowered with the right mechanisms to work in a dynamic team that builds and improves innovative solutions. If you’re driven to deliver real value to customers, no matter the challenge, this is the place for you.

We chase excellence by uplifting each other - and that starts with every one of us.

Why You'll Thrive at Navi

At Navi, it’s about how you think, build, and grow. You’ll thrive here if:

You’re impact-driven : You take ownership, build boldly, and care about making a real difference.

You strive for excellence : Good isn’t good enough. You bring focus, precision, and a passion for quality.

You embrace change : You adapt quickly, move fast, and always put the customer first