Key Responsibilities:

Collections Strategy & Portfolio Management:

- Build differentiated collections strategies for Digital Lending, Unsecured Lending and Secured Lending.

- Own portfolio performance across SMA and delinquent buckets by improving recovery rates, reducing roll-forwards and optimizing PAR/NPA.

- Design treatment strategies across AI-enabled voice collections, tele-calling, digital, field, agency and legal channels, tailored to customer segments, products and stages of delinquency.

- Continuously monitor portfolio trends and leverage analytics to improve recoveries and customer outcomes.

Build & Scale the Function:

- Establish end-to-end collections processes, SOPs, governance frameworks and operating models, and build and scale collections teams across new geographies as the business expands.

- Define performance metrics, productivity benchmarks, dashboards and MIS.

- Drive automation and continuous process improvement to enhance collections effectiveness.

Collections Technology & Analytics:

- Partner with Product and Technology teams to build a best-in-class collections platform.

- Drive adoption of AI-enabled collections, including AI voice calling, intelligent customer segmentation, predictive analytics, digital payment journeys and workflow automation.

- Define business requirements for LMS collections modules, dialers, field collection applications and analytics dashboards.

- Leverage data and AI to optimize collection strategies, channel allocation and cost of collections.

Agency & Legal Recoveries:

- Build and manage the external collections ecosystem, including empanelment and governance of collection agencies.

- Develop cohort-based outsourcing strategies to maximize recoveries.

- Appoint and manage legal partners for recovery proceedings.

- Oversee legal recoveries, court matters and related documentation while ensuring regulatory compliance.

Leadership & Stakeholder Management:

- Build, mentor and lead high-performing collections teams.

- Partner closely with Credit, Risk, Business, Operations, Product, Technology and Legal teams to continuously improve portfolio quality.

- Ensure adherence to RBI regulations, internal policies and fair collection practices.

What We're Looking For:

- 10-15 years of collections experience in Banks, NBFCs or FinTechs.

- Demonstrated experience in building or scaling collections functions.

- Strong understanding of Digital, Unsecured and Secured Lending portfolios.

- Experience managing field, tele-calling, agency and legal collections.

- Strong analytical, leadership and stakeholder management skills.

- A builder's mindset with the ability to thrive in a fast-growing organization.

Success in this Role:

- A scalable, technology-enabled collections function built to support business growth.

- Strong recovery performance and portfolio quality across SMA and delinquent buckets, and high-performing collections teams established across all markets.

- A robust ecosystem of collection agencies and legal recovery partners.

- Effective adoption of AI-enabled collections and analytics to improve productivity, customer engagement and recoveries.

- Strong governance, regulatory compliance and ethical collection practices.

Location: Bengaluru (with travel across operating markets)