About the Role:

We are hiring a Head of Collections for one of the largest corporate houses and a leading NBFC.

Work Location: Delhi NCR

Key Responsibilities:

1. Strategy & Framework Design:

- Develop and implement the end-to-end collections strategy for all products and customer segments (PL, SME, etc.).

- Establish early, mid, and late-stage bucket strategies - digital, call center, and field-based recovery.

- Design policies, SOPs, and control frameworks in alignment with regulatory and RBI guidelines.

- Create KPIs and dashboards for collection performance tracking, portfolio trends, and recovery efficiencies.

2. Operations Setup & Execution:

- Build and lead an in-house collections team (tele-calling, field operations, skip tracing) and manage outsourced agency partners.

- Implement digital tools for automation - dialers, collection CRM, digital reminders, payment links, and NACH/UPI-based auto-recovery mechanisms.

- Ensure efficient allocation, follow-up, and reconciliation of delinquent accounts.

- Collaborate with tech and product teams to co-design the collections module within the Loan Management System (LMS).

3. Partner & Vendor Management:

- Empanel and manage collection agencies, legal partners, repossession agents, and field force vendors.

- Establish clear performance metrics, SLAs, and incentive mechanisms for agencies.

- Ensure vendor compliance with company standards and fair practices code.

4. Risk, Compliance & Customer Sensitivity:

- Ensure collections practices comply with RBI Fair Practices Code, DPD frameworks, and DLG guidelines.

- Drive ethical and customer-centric collection approaches, focusing on dignity and transparency.

- Collaborate with the Chief Risk Officer (CRO) to design loss forecasting, recovery rate modeling, and write-off policies.

5. Analytics & Portfolio Monitoring:

- Leverage data and analytics to identify early warning signals (EWS), segmentation strategies, and behavioral scoring.

- Develop predictive collection models in collaboration with data science and credit teams.

- Generate MIS and dashboards for management and board-level reviews.

Key Requirements:

Experience:

- 12-18 years of experience in collections / recovery management in NBFCs, banks, or fintechs.

- Proven experience in setting up or scaling collections operations from inception or early stage.

- Exposure across both secured and unsecured portfolios (preferably PL, consumer loans, or SME).

- Strong understanding of collections technology tools, digital engagement platforms, and agency networks.

Skills:

- Deep knowledge of collections processes, legal frameworks (SARFAESI, arbitration, etc.), and regulatory guidelines.

- Strong analytical mindset with ability to interpret portfolio data and drive actionable insights.

- Experience in managing large field teams and outsourced agencies.

- Excellent leadership, communication, and negotiation skills.

- Hands-on, execution-oriented leader who can scale operations rapidly in a startup-like NBFC environment.

Education:

- Graduate / Postgraduate in Business, Finance, or related fields.

- MBA preferred.