Position: Head Collections

Business: Spice Money Lending / Credit Business

Experience: 8+ years of relevant experience, preferably in an NBFC, Fintech, or Embedded Finance business.

Location: Noida

Role Overview:

We are looking for an experienced Head Collections to lead the collections function for Spice Moneys growing lending business, covering Embedded Financing / Adhikari Loans and MSME lending products. The role will be responsible for building and executing a scalable, technology-enabled and field-led collections strategy across the entire delinquency lifecycle. The candidate will manage in-house field collections, call centre operations and external collection agencies, while working closely with Credit, Risk, Business, Product and Technology teams. The ideal candidate should have hands-on experience in NBFC / Fintech collections, particularly in embedded finance, merchant/MSME lending, small-ticket business loans or similar customer segments.

Key Responsibilities:

1. Collections Strategy & Portfolio Management:

- Develop and execute the overall collections strategy across Embedded Financing and MSME lending portfolios.

- Define bucket-wise collection strategies, contact strategies and customer segmentation.

- Drive improvement in Collection Efficiency, Roll Rates, Resolution Rates and Portfolio Quality.

2. Field Collections:

- Build and manage a strong field collection ecosystem across geographies.

- Establish appropriate FOS productivity benchmarks, territory allocation and field collection processes.

- Monitor field productivity, contractability, PTP conversion and PTP adherence.

- Develop processes for skip tracing, residence/business visits, re-visits and resolution of difficult cases.

- Ensure effective coordination between central collections and field teams.

3. Call Centre / Tele-Collections:

- Manage the internal/external collections call centre operations.

- Define calling strategies, dialler prioritisation, customer segmentation and follow-up mechanisms.

- Improve connectivity, PTP conversion, PTP adherence and payment conversion.

- Establish strong MIS and daily performance dashboards for call centre operations.

4. Collection Agency Management:

- Identify, onboard and manage external collection agencies / vendors.

- Establish agency-wise targets, SLAs, productivity benchmarks and incentive structures.

- Monitor agency performance through regular scorecards and reviews.

- Ensure compliance with RBI guidelines, customer protection norms and the company's code of conduct.

- Build a strong agency network that can scale with portfolio growth.

5. Embedded Finance / Adhikari Collections:

- Develop collection strategies suited to the embedded financing model, where customers are part of the Spice Money / Adhikari ecosystem.

- Leverage transaction behaviour, digital engagement and business activity to develop early-warning and proactive collection interventions.

- Work closely with Business and Risk teams to identify customers showing early signs of stress.

- Balance collection effectiveness with customer and Adhikari relationship management.

6. MSME Collections:

- Build differentiated collection approaches for small merchants and MSME borrowers.

- Understand business cash-flow cycles and develop appropriate repayment engagement strategies.

- Drive early intervention for customers showing declining business activity or repayment behaviour.

7. Data, Analytics & Technology:

- Use portfolio and behavioural data to improve collection prioritisation and resource allocation.

- Develop bucket-wise and segment-wise collection analytics.

- Work with Product and Technology teams to automate collection workflows, allocation engines, reminders, payment links and dashboards.

- Identify opportunities for AI / analytics-led collection prioritisation and propensity-based calling.

Skills & Capabilities Required:

- 6+ years of experience in Collections, preferably with an NBFC, Fintech, Digital Lending or Banking organisation.

- Strong hands-on experience in field collections and tele-collections.

- Experience managing collection agencies and third-party vendors.

- Experience in managing MSME / merchant / small-ticket business loan collections.

- Experience in managing a combination of in-house teams, call centres and outsourced collection agencies.

- Preferred Experience: Candidates with experience in Embedded Finance, Payment companies / merchant ecosystems, MSME / Business Loans, Digital lending / fintech lending, Small-ticket unsecured or secured lending, NBFC collections will be strongly preferred.

- Graduate in any discipline; MBA / PGDM preferred.

- Law qualification (LLB) along with graduation would be an advantage, particularly for managing legal recovery, compliance and escalation matters.