Key Responsibilities:

1. Collections Strategy & Bucket Management:

- Design and implement bucket-wise EMI collection strategies (Early, Soft, Hard & Recovery buckets).

- Drive roll-rate control and reduction in forward flow.

- Monitor resolution rates, cure rates, and NPA containment.

- Ensure achievement of monthly collection efficiency targets across products (Unsecured, Secured, SME, LAP, etc.).

2. Inhouse Team Leadership & Performance Management:

- Lead and manage inhouse field collection teams.

- Define KRAs/KPIs for agents, team leaders, and managers.

- Drive agent productivity metrics:

A. PTP conversion ratio

B. Contactability rate

C. Resolution per agent

D. Collection per head

- Conduct performance reviews and productivity enhancement programs.

- Build strong training and quality control mechanisms.

3. Digitalization & Process Automation:

- Drive digital collections initiatives:

A. WhatsApp/SMS payment links

B. Auto-debit/NACH optimization

C. IVR and AI-based calling

D. Predictive dialers

E. Digital self-service payment journeys

- Implement analytics-based segmentation and prioritization models.

- Work with IT/analytics teams to automate dashboards and collection workflows.

- Improve digital payment adoption and reduce manual intervention.

4. P&L Ownership - Cost of Collection (CoC):

- Own and manage collections P&L for inhouse function.

- Optimize Cost of Collection across buckets.

- Improve efficiency ratios:

A. Cost per Rupee collected

B. Agent productivity per cost unit

- Budgeting and manpower planning.

- Drive cost optimization without compromising compliance and customer experience.

5. Governance, Compliance & Customer Experience:

- Ensure adherence to RBI guidelines and fair practice codes.

- Implement strong quality monitoring audits.

- Manage complaint redressal related to collections.

- Maintain ethical and customer-centric recovery practices.

- Dirve agent experience projects and ethical compliance of such gig/frontline workers

6. MIS, Analytics & Reporting:

- Create and monitor daily/monthly dashboards:

A. Collection Efficiency %

B. Roll Rates

C. Bucket Movement

D. Cost metrics

- Present performance insights to senior management.

- Drive data-backed decision-making.

Key Performance Indicators (KPI's):

- 8+ years of experience in leading large Feet On Street (Agents/Riders) from new age platform based companies (like Last mile delivery or food delivery apps)

- Collection Efficiency (CE%) across buckets

- Reduction in roll-forward ratio

- Improvement in cure rate

- Cost of Collection as % of collections

- Agent productivity metrics

- Digital payment penetration

- Reduction in NPA accretion

Qualifications & Experience:

- Strong exposure to inhouse tele & field collections management.

- Demonstrated experience in digital collections transformation.

- Proven track record of managing large teams (100+ FTE preferred).

- Strong P&L and cost management exposure.

- Experience across secured and unsecured lending portfolios preferred.

- MBA/PGDM preferred.

Key Competencies:

- Strategic thinking & execution

- Strong data orientation

- Leadership & team management

- Cost optimization mindset

- Digital transformation capability

- Stakeholder management

- High governance & compliance orientation