Key Responsibilities:

1. Strategy & Governance:

- Develop and implement the overall collections strategy for digitally sourced products (e.g., HIPL, PPLD, CVPL, PBPL etc)

- Build risk segmentation, early warning, and intervention frameworks tailored to digital customer behaviour.

- Drive continuous improvement using analytics, automation, and digital recovery tools.

- Ensure strong governance, compliance, and adherence to regulatory frameworks across all collection channels.

2. Portfolio & Delinquency Management (PDM):

- Monitor portfolio health, roll rates, cure rates, and vintage performance.

- Identify delinquency triggers and design pre-delinquency/early-stage interventions.

- Work with product, credit risk, and data teams to refine credit policies and mitigate loss trends.

- Deliver regular MIS, dashboards, and insights to senior leadership.

3. Call Centre Collections (In-house & Outsourced):

- Oversee outbound call centre operations for early- and mid-stage buckets.

- Define calling strategies, agent KPIs, scripts, and compliance standards.

- Implement dialler optimization, omnichannel communication (SMS/WhatsApp/e-mail), and digital repayment journeys.

3. Legal Collections & Compliance:

- Manage escalated delinquency cases requiring legal intervention including notices, arbitration, Section 138 actions, and litigation.

- Ensure legal processes comply with RBI, NBFC, and state-specific recovery laws.

- Liaise with empanelled advocates, collection agencies, and recovery officers.

- Manage evidence collection, documentation, and timely filing of cases.

4. Field Collections & Agency Management:

- Lead field collection strategies for hard and skip cases.

- Manage empanelment, onboarding, and performance monitoring of collection agencies.

- Conduct periodic due-diligence, training, and compliance audits of field partners.

- Ensure all field activities follow prescribed conduct standards and avoid coercive practices.

5. Technology, Automation & Digital Initiatives:

- Collaborate with Product & Technology teams to enhance collection systems, workflows, and dashboards.

- Leverage analytics, ML-based segmentation, and automated nudges for better recoveries.

- Promote self-serve payment options and real-time tracking of customer commitments.

6. Operational Governance & Controls:

- Establish SOPs, audit controls, and quality checks across channels.

- Ensure adherence to RBI digital lending guidelines, data privacy norms, and NBFC code of conduct.

- Handle grievance redressal related to collections and ensure timely closure.

7. People Leadership:

- Build and lead a high-performance team across call centre, PDM, field, and legal units.

- Conduct regular performance reviews, capability development, and skill training.

- Promote a culture of discipline, customer-centricity, and ethical conduct.

Experience:

- 15 + years of relevant experience across leading NBFC's or Banks.

- Large team managing exposure across Pan India.