Loans Collections Supervisor (Arrears Management) at Hello Group

• Hello Group is seeking to appoint a dedicated Loans Collections Supervisor to supervise and coordinate the collections team in managing delinquent, overdue, and deviating loan accounts, ensuring effective arrears recovery within reasonable periods, and conforming to regulatory requirements and company policies. The role focuses on reducing arrears levels, improving recovery rates, and supporting team performance through coaching, monitoring, and reporting.

Duties and Responsibilities    
Arrears & Collections Management

• Overview of arrears daily
• Database management
• Follow, understand, and interpret arrears from the loan book
• Forecast, read and prevent arrears
• Ensuring loans arrears are within acceptable levels as determined by the business unit
• Supervising seniors and regional managers in their management, pursuit, and collection of loans from merchants
• Monitor and manage loan accounts in arrears across allocated portfolios
• Implement collection strategies to reduce delinquency and improve recovery rates
• Be able to oversee inter-company collaboration to address factors that mitigate arrears
• Review high-risk or escalated accounts and determine appropriate action plans
• Facilitate payment arrangements within delegated authority levels
• Ensure adherence to collections processes, timelines, and escalation protocols

Reporting & Analysis

• Weekly summaries on book value, arrears, and collections reports to be delivered to higher management
• Produce and analyse the arrears and recovery report
• Merchant performance and trends
• Analyse data to pick up merchant trends and behaviour
• Promise-to-pay adherence – following up on commitments made by merchants, and by staff who facilitate a commitment to settle arrears
• Recovery percentages
• Develop reports and reporting tools to assist in the loan recovery process
• Provide management with insights and action plans

 Compliance & Risk

• Ensure compliance with the applicable legislation, policies, and contracts. Eg:
• National Credit Act (NCA)
• Company credit policies
• Data protection and customer conduct standards
• Monitor adherence to ethical and fair collection practices.
• Handle escalated complaints and disputes
• Ensure credit policies and procedures are in order and upheld

Stakeholder Engagement

• Liaise with internal departments (credit, legal, sales, loans team).
• Coordinate with external partners where applicable (debt collectors, legal firms, stakeholders)
• Maintain professional communication with customers.

Minimum Requirements    
Education

Diploma or related qualification in:

• Finance
• Credit Management
• Or related field (advantageous)
• Courses in the management and collection of arrears

Experience & key competencies

3–5 years of experience in:

• Loans collections
• Credit control/arrears management
• Minimum 1–2 years supervisory experience preferred
• 3-5 years of working experience, preferably in a banking or financial services environment
• Fluency in Hindi, Urdu, Bangla, and Amharic will be beneficial

Deadline:16th March,,2026