Strategy Lead - Unsecured Collections

Job Role: Strategy Lead - Unsecured Collections (Mumbai - On-site)

Location: Mumbai

Role Purpose:

Own and drive end-to-end collections strategy for unsecured lending portfolios (Personal Loans, Credit Cards, BNPL, Digital Loans), delivering higher recoveries, lower roll rates, optimized cost of collection, and strong customer experience, while ensuring full RBI and ethical compliance.

Key Responsibilities:

- Own portfolio-level collections strategy across early, mid, and late delinquency buckets.

- Design segmentation-led treatment strategies using risk, behaviour, intent, ability-to-pay, vintage, and ticket size.

- Define channel strategies across digital, tele-calling, field, legal, and settlements.

- Drive improvements in roll-rate, cure-rate, resolution %, and recovery efficiency.

- Partner with Analytics teams to develop propensity-to-pay models and contact strategies.

- Lead digital-first collections strategy (WhatsApp, SMS, IVR, Bots, in-app journeys).

- Work closely with Ops, Product, Tech, Risk, and Compliance teams to execute strategy.

Key Skills & Competencies:

- Strong expertise in unsecured lending collections lifecycle

- Data-driven strategy and problem-solving skills

- Ability to translate analytics into scalable strategy

- Strong stakeholder management and communication skills

Experience & Qualification:

- Experience in NBFC / Fintech / Bank unsecured lending

- MBA / Engineering / Finance / Analytics preferred

Key Success Metrics:

- Improvement in roll-rate & cure-rate

- Growth in digital & early-bucket recoveries

- Reduction in cost of collection

- Lower customer complaints & escalations