Job Description: Head of Collections (Multi-Product / Fintech)

Company: PeLocal (Collection Infrastructure Division)

Location: Noida

Experience: 10 to 20 Years in BFSI / Fintech Collections

Role Objective

We are seeking a dynamic and tech-savvy Head of Collections to lead our recovery operations from the ground up. As part of the core hire in this vertical, you will be responsible for setting up the collection lifecycle for diverse portfolios (Unsecured Personal Loans, Secured Housing Finance, etc.). You will bridge the gap between advanced data intelligence and tele-calling execution to deliver superior recovery rates for our enterprise clients.

Key Responsibilities

1. Portfolio Strategy & Lifecycle Management

- Design and execute end-to-end collection strategies for Bucket 0 (Due Date) to Bucket 3 (90 DPD) across various loan products.

- Adapt collection tactics based on product-specific nuances (e.g., high-velocity nudges for Personal Loans vs. asset-backed counseling for Housing Loans).

- Drive key metrics: Collection Efficiency (CE), Roll-back/Cure Rates, and Net Recovery.

2. Data-Driven Intelligence & Scoring

- Contribute & Collaborate with the Tech team to implement and refine proprietary scoring models:

- Collection Risk Score : Prioritizing accounts based on slippage probability.

- Propensity to Pay : Identifying the best channel and time to contact.

- Intent vs. Capacity Index: Segmenting "Distress" cases from "Willful" defaulters.

- Use Cohort Analysis and Static Pool Data to identify early warning signals in the portfolio.

3. Tele-Collection & Tech Operations

- Manage a team of high-performance collection teams (Human calling Agent, Field Agent) optimizing for Right Party Contact (RPC) and PTP (Promise to Pay) Kept Ratios.

- Leverage digital tools-including Voice AI, WhatsApp Automation, and Cloud Dialers-to maximize reach while maintaining a lean human footprint.

- Audit 100% of interactions through AI-enabled sentiment analysis to ensure a "Dignity-First" approach and 100% RBI compliance.

4. Fulfillment & Reconciliation

- Manage the transition from digital nudges to human intervention, ensuring a seamless flow of data.

- Oversee daily reconciliation of collected funds against lender ledgers.

- Coordinate with the legal team to trigger statutory notices (Section 138/Section 25) for high-intent default cases.

Required Candidate Profile

- Experience: 10+ years of proven experience in BFSI collections. Experience across both Unsecured, Secured, retail, MSME products is highly preferred.

- Analytical Prowess: Ability to read "Loan Tapes," understand provisioning impacts, and derive actionable insights from delinquency trends.

- Tech-First Mindset: Comfort with modern Debt Management Systems (DMS), CRM orchestration, and automated dunning workflows.

- Leadership: Experience managing a team of at least 100 + member collection team & supervisors.

- Compliance First: Deep understanding of RBI's Fair Practice Codes and a commitment to ethical recovery.

Success Metrics (KPIs)

- Incremental Recovery (The Delta): Improvement over the client's historical baseline.

- Roll-back Performance: Moving accounts back to "Current" status.

- PTP Kept Ratio: Efficiency of the negotiation process.

- Audit Score: Zero tolerance for compliance breaches.