Job Description

Job ID: 1016

Location: Fully On-Site, Gurgaon, Haryana, IN

Job Family: Financial Services

Job Type: Permanent

Employment Type: Full Time

About Us

Innovation. Sustainability. Productivity. This is how we are Breaking New Ground in our mission to sustainably advance the noble work of farmers and builders everywhere. With a growing global population and increased demands on resources, our products are instrumental to feeding and sheltering the world.


From developing products that run on alternative power to productivity-enhancing precision tech, we are delivering solutions that benefit people - and they are possible thanks to people like you. If the opportunity to build your skills as part of a collaborative, global team excites you, you're in the right place.

Grow a Career. Build a Future!

Be part of this company at the forefront of agriculture and construction, that passionately innovates to drive customer efficiency and success. And we know innovation can't happen without collaboration. So, everything we do at CNH Industrial is about reaching new heights as one team, always delivering for the good of our customers.

Job Purpose

The Soft Bucket Manager is responsible for driving early-stage delinquency management (0-90 DPD) through strategic coordination with call centers, digital platforms, and collection vendors. The role focuses on improving customer contactability, auto-clearance, and cost-efficient resolution while ensuring compliance, enhancing systems, and enabling digital collection initiatives to prevent NPA slippage.

Key Responsibilities

Early Delinquency Management (0-90 DPD)

Monitor and manage bucket-wise collections across 1-30, 31-60, and 61-90 DPD segments.

Increase rollbacks, CD (current demand) resolution, and account normalization.

Identify high-risk accounts using trend analysis and intervene proactively.

2. Call Center Coordination

Drive contactability and promise-to-pay (PTP) conversions through BPO partners.

Improve talk time, right-party contact rates, and efficiency per dial.

Monitor scripts, performance, and quality of customer interaction; implement corrective action plans.

3. Cost-Effective Collections

Optimize calling, digital, and feet-on-street strategy mix to lower cost of collection.

Track resolution costs by bucket/channel and implement automation/digital-first strategies.

4. Compliance & Governance

Ensure adherence to regulatory and internal compliance norms for soft bucket collection practices.

Conduct regular audits, mystery calls, and BPO compliance checks.

Escalate and resolve customer complaints with a preventive feedback loop.

5. System & Process Improvement

Work with internal IT/product teams to enhance collection system capabilities, queue management, and rule engines.

Develop and fine-tune workflows for auto-allocation, auto-escalation, and PTP tracking.

6. Digital & Self-Cure Strategy


Promote digital payments, self-cure options, and bot/IVR integrations to reduce manual effort.

Roll out WhatsApp, SMS, and email nudges for softer resolution and PTP reinforcement.

Leverage UPI, net banking, and mobile payment integrations to improve payment conversion.

7. Reporting, Analytics & Forecasting

Analyze bucket movement, resolution trends, call performance, and rollback effectiveness.

Use predictive analytics to flag high-risk cases and recommend early interventions.

Build and manage dashboards for internal reviews and leadership visibility.

Experience Required

5 to 10 years of relevant experince in collection of soft buckets and call centre managemnt.

Preferred Qualifications

Graduate (MBA preferred)

What We Offer

We offer dynamic career opportunities across an international landscape. As an equal opportunity employer, we are committed to delivering value for all our employees and fostering a culture of respect.


At CNH, we understand that the best solutions come from the diverse experiences and skills of our people. Here, you will be empowered to grow your career, to follow your passion, and help build a better future. To support our employees, we offer regional comprehensive benefits, including:


Flexible work arrangements*
Savings & Retirement benefits*
Tuition reimbursement*
Parental leave*
Adoption assistance*
Fertility & Family building support*
Employee Assistance Programs*
Charitable contribution matching and Volunteer Time Off*