Head - Collections - Digital Lending

Job Description:

Builds & owns the collections strategy, infrastructure, & team for Digital Loans vertical. Designs collections policy, implements digital collection tools, manages in-house callers, and oversees third-party collection agencies.

Key Roles and responsibilities:

- Design & own end-to-end collections strategy - bucket-wise (0-30, 30-60, 60-90, 90+) coverage plans

- Build & manage centralised collections team - in-house callers & 3rd-party agency relationships

- Set up digital collections infrastructure - auto-dialers, IVR, CMS, digital nudge systems (WhatsApp, SMS, email)

- Monitor portfolio delinquency - FPD, rolling rates, bucket distributions, resolution rates, NPA

- Develop borrower-level collection strategies based on risk profiles & payment history

- Coordinate with Credit team to feed early warning signals into underwriting feedback loop

- Ensure RBI Fair Practices Code (FPC) compliance across all collections activities

- Implement & monitor eNACH presentation schedules, bounce analysis, & retry strategies

- Manage legal/recovery proceedings for write-off accounts with legal team

- Produce collections MIS - coverage, resolution rates, cost of collections, roll-rate analysis

- Conduct calling agent training on compliance, empathy-first approach, & script adherence

- Benchmark collections performance vs industry & edtech lending peers