Associate Director / Director Lending:

TeleCollections Strategy:

Khatabook is building one of Indias largest merchant-focused financial ecosystems. We are looking for a strategic and execution-driven leader to scale and transform our Lending Collections strategy.

This role sits at the intersection of credit performance, collections strategy, analytics, AI, digital customer engagement, and business economics. The charter is not simply to run a collections team, but to build a data-driven, technology-enabled and scalable collections engine that improves recoveries while delivering a strong customer experience.

The role will be responsible for defining how Khatabook identifies delinquency risks, prioritizes customers, determines the right intervention, and continuously optimizes the mix of AI, digital and human-led TeleCollections across the collections lifecycle.

Role Overview:

The role will focus on building a scalable and intelligent collections strategy across:

- Portfolio & Segmentation Strategy: Develop data-driven segmentation across DPD, risk, customer behaviour, repayment patterns, propensity to pay, and other portfolio signals.

- AI, Digital & TeleCollections Strategy: Build the right balance between AI-led interventions, digital journeys, and human TeleCollections. Define which customers should be served through which channel, at what stage, and with what level of intervention.

- Treatment & Channel Strategy: Design differentiated treatment strategies across pre-due and delinquency buckets, including reminders, payment nudges, AI conversations, digital journeys, tele-calling, and escalation to higher-touch channels where required.

- Productivity & Economics: Continuously improve recovery rates, cure rates, agent productivity, cost-to-collect, channel efficiency, and overall portfolio economics across AI, digital and tele channels.

- Technology & Analytics: Leverage AI/ML, propensity models, CRM, dialers, digital payment journeys, automation, and analytics to improve customer engagement and collections outcomes.

Key Responsibilities:

- Define and execute Khatabooks overall Lending Collections strategy.

- Build an integrated AI + Digital + TeleCollections operating model across the portfolio.

- Continuously evaluate and optimise the right channel mix based on customer behaviour, DPD, risk, propensity to pay, and economics.

- Develop bucket-wise and segment-wise treatment strategies across early and late delinquency.

- Build customer prioritisation and propensity-to-pay frameworks with Data Science and Analytics teams.

- Drive migration of suitable accounts from high-cost human interventions to AI and digital journeys without compromising recovery performance or customer experience.

- Improve the effectiveness of TeleCollections through better segmentation, calling strategy, productivity, scripts, incentives, and technology.

- Drive experimentation across AI conversations, digital campaigns, payment nudges, calling strategies, frequency, timing, and channel mix.

- Build feedback loops to continuously improve AI models, digital journeys, and human collection effectiveness.

- Drive adoption of AI calling, CRM, dialers, payment links, WhatsApp and other digital collection capabilities.

- Improve collection efficiency, cure rates, roll-forward performance, recovery rates, and cost-to-collect.

- Work closely with Credit, Risk, Product, Data Science, Technology, Operations, Customer Experience, and Lending Partner teams.

- Use collections insights to identify opportunities to improve underwriting, credit policy, product design, and customer journeys.

- Build dashboards and governance mechanisms to track portfolio performance, channel effectiveness, productivity, and economics.

- Establish strong customer experience, regulatory, and fair-practice standards across all collection channels.

- Build scalable processes and organisational structures to support the growth of the lending portfolio.

What We Are Looking For:

- 715 years of experience in lending, fintech, NBFCs, banking, consumer finance, or credit businesses.

- Proven experience in collections strategy, portfolio management, credit strategy, collections analytics, or lending operations.

- Strong understanding of delinquency management, DPD buckets, cure rates, roll-rates, recovery, and collections economics.

- Experience building or scaling collections strategies across AI, digital, tele-calling, field, or agency channels.

- Strong understanding of how to balance recovery outcomes, customer experience, and cost-to-collect.

- Strong analytical and problem-solving mindset with the ability to translate portfolio data into business actions.

- Experience with analytics, automation, AI/ML, CRM, dialers, and technology-led collections transformation.

- Strong strategic thinking combined with hands-on execution capability.

- Ability to work closely with Product, Data, Credit, Risk, Technology, and Operations teams.

- High ownership, bias for action, and comfort operating in ambiguous environments.

Education:

- MBA / PGDM from a leading business school preferred.

- IIT / IIM background preferred.

- Strong academic track record and analytical orientation.

Preferred Background:

Candidates from fintechs, digital lending platforms, NBFCs, banks, consumer finance, credit cards, or other high-scale lending businesses will be preferred.

Prior experience in a startup or high-growth environment will be a strong advantage.

Experience as a founder, co-founder, founding team member, or having directly built a business/function from an early stage will be particularly valued.

Candidates who have demonstrated the ability to improve portfolio outcomes through data, AI, technology, experimentation, and scalable operating models will be particularly relevant.

Why Join Khatabook:

- Own the transformation of a large-scale lending collections engine.

- Build an AI-first, digital and human-led collections strategy at scale.

- Drive a high-impact charter directly influencing portfolio performance and profitability.

- Work across lending, payments, merchant commerce, data, AI, product, and risk.

- Opportunity to shape one of Indias largest merchant-focused financial ecosystems.