Kissht - Product Manager - Digital Collections

Role Overview:

We are seeking a Product Manager to lead the strategy and execution of our collections product. Collections is a critical driver of portfolio performance and unit economics, where measurable improvements in recovery directly impact profitability, and where every customer interaction influences brand perception and long-term retention.

- This is an individual contributor role designed for a product leader who can balance long-range strategic thinking with disciplined weekly execution defining the recovery roadmap while shipping continuous improvements to contact strategy, digital self-service flows, and agent productivity tools.

- The role operates at the intersection of risk, operations, legal, and engineering.

Key Responsibilities:

Product strategy and roadmap:

- Define and own the 6 month product vision across the delinquency lifecycle, spanning early-stage engagement (DPD 130), mid-bucket recovery, hardship and restructuring programs, legal escalation, and write-off. Sequence investments and articulate trade-offs to senior leadership.

- Recovery engine. Own the systems that determine which customers to contact, at what time, through which channel (SMS, email, IVR, WhatsApp, voice agent, field visit), and with what message.

- Digital and self-service collections. Build self-cure capabilities, including payment plan flows, settlement offers, hardship programs, and customer portals that enable borrowers to resolve dues without agent intervention.

- Agent tooling and dialler infrastructure. Partner with operations to deliver the CRM, dialler integrations, scripts, dispositions, and workflows that materially improve agent productivity and outcomes.

- Experimentation and measurement. Establish rigorous instrumentation across all customer touchpoints. Design and run champion-challenger tests on contact strategies, message variants,and offer constructs.

- Cross-functional leadership. Drive alignment across risk, credit policy, operations, legal, compliance, finance, data science, and engineering. Serve as the connective tissue between functions that must operate in concert for collections to perform.

Expectations Within the First Year:

- First 30 days. Develop a deep understanding of the delinquency funnel, current recovery performance by bucket, agent workflows, regulatory framework (including RBI fair practices guidelines and recovery agent norms), and the underlying technology stack. Spend meaningful time with collections agents and review live and recorded customer interactions.

- First 90 days. Publish a clear roadmap with measurable outcomes. Establish a weekly experimentation cadence covering contact strategy and digital flows. Build trusted working relationships with operations, risk, and engineering counterparts.

First 6 month. Deliver a measurable improvement in at least one top-line metric - recovery rate in a priority bucket, roll-forward rate, cost-to-collect, or digital self-cure rate.. Lead at least one major launch from concept to scaled adoption.

Required Qualifications:

- A minimum of 3 years of product management experience, including at least 2 years working on collections, lending, credit risk, or adjacent fintech domains. Demonstrated understanding of DPD buckets, roll rates, NPA/NPL classification, provisioning, restructuring, and the economics of recovery.

- Working knowledge of the collections operating model, including the distinctions between in-house and agency collections, soft and hard recovery approaches, and the practical workings of settlement, restructuring, and legal escalation.

- Technical fluency sufficient to engage substantively with engineering on dialler integrations,decision engines, segmentation logic, and event-driven contact orchestration.

- This line is to ensure you have read this thoroughly

- Strong product judgment, with the ability to prioritize ruthlessly and to recognize when restraint is the correct decision in a customer-sensitive context.

- Quantitative orientation, including proficiency in SQL or willingness to develop it, experience designing statistically sound experiments, and the ability to defend results against common confounders.

- Strong execution discipline and bias toward shipping iteratively rather than pursuing prolonged perfection.

- Excellent written communication, demonstrated through crisp product requirements documents,candid post-mortems, and concise strategic narratives.

- Demonstrated ability to operate effectively in regulated and reputationally sensitive environments, with a track record of constructive partnership with legal, compliance, and risk functions.

Preferred Qualifications:

- Experience across both secured and unsecured lending products, such as personal loans, credit cards, BNPL, MSME lending, auto loans, or mortgages.

- Prior background in credit risk, data science, operations, or engineering.

- Experience launching a digital collections or self-cure product from inception to scale.

- Familiarity with dialler platforms (Genesys, Ozonetel, Exotel)

About Kissht:

Kissht, a Great Place to Work certified organization, is a consumer-first credit app that is transforming the landscape of consumer credit. As one of the fastest-growing and most respected FinTech companies, Kissht is a pioneer in data and machine-based lending. With over 15 million customers, including 40% from tier 2 cities and beyond, we offer both short and long-term loans for personal consumption, business needs, and recurring expenses.

Founded by Ranvir and Krishnan, alumni of IIT and IIM, and backed by renowned investors like Endiya Partners, the Brunei Investment Authority, and the Singapore Government, Kissht is synonymous with excellence in the industry. Join us and be a part of a dynamic, innovative company that is changing the future of financial technology.