Description:

Role Mandate

Own and build the collections and recovery engine of the NBFC not as a calling function, but as a system-led, data-driven operation.

This role is responsible for designing how the business detects risk early, communicates with customers effectively, and drives resolution at scale.

Key Responsibilities

- Early Warning System & Risk Monitoring

- Build and own the LTV-based Early Warning System (EWS)

- Track gold price movements and portfolio impact daily

- Define automated breach triggers (88%, 90%, 95%) and escalation workflows

- Maintain portfolio-level dashboards on LTV risk and exposure

- Lead response during mass breach events

- Collections Communication & Journey Design

- Design end-to-end customer communication journeys across breach levels

- Own non-voice channels: WhatsApp, SMS, email (templates, triggers, performance)

- Define calling strategy, scripts, and CRM logging standards

- Create a clear resolution framework: repayment, top-up, additional pledge

- Ensure all communication is RBI compliant

- Field Visit Coordination

- Define criteria and prioritisation for field visits

- Provide structured visit briefs and track outcomes

- Ensure proper documentation and follow-ups

- Improve resolution rates through targeted field interventions

- Legal Escalation & Auction Coordination

- Define triggers for legal escalation and ensure process compliance

- Coordinate with legal teams for notices and documentation

- Manage pre- and post-auction workflows (communication, reconciliation)

- Track recovery rates and identify systemic gaps

- Collections Analytics & Performance Tracking

- Own the full collections funnel: breach contact resolution escalation

- Build weekly dashboards on contact rate, resolution rate, and pipeline movement

- Conduct roll-rate and cohort analysis (vintage, geography, product)

- Track cost per recovery and re-breach trends

- Use insights to continuously improve collections strategy

What Youll Also Drive

- Partner with Risk on policy execution (LTV, timelines, triggers)

- Work with Product/Tech to build CRM workflows and automation

- Manage collections vendors (if applicable) with defined SLAs

- Contribute to overall ops dashboard and portfolio health tracking

What This Role Does NOT Own

- LTV policy and risk decisions

- Auction decision-making

- Physical gold custody

- Field team management

- Regulatory reporting or NPA classification

- Customer complaints or sales

Who Were Looking For

Experience

- 5 TO 7 years in collections, loan servicing, product ops, or growth ops

- Experience in fintech, NBFC, or digital lending preferred

- Exposure to CRM tools, communication automation, or collections systems

Capabilities

- Strong data-driven and systems-thinking mindset

- Ability to design and optimise customer journeys

- Comfort working with dashboards, funnels, and performance metrics

- Ability to translate problems into process or product solutions

Mindset

- Thinks like a product manager, executes like an operator

- Focuses on automation over manual effort

- Empathetic but outcome-driven

- Bias for action in a fast-moving, ambiguous environment

Why This Role Matters

At high LTV levels, collections is not a backend function it is real-time risk management.

This role is critical to ensuring the portfolio stays healthy by building a scalable, intelligent recovery system, not just a team that reacts.