Team Lead - Collections - FinTech/NBFC/Lending

Job Summary:

As a Team Lead Collections, you will own and drive end-to-end collections programs and campaigns across in-house and third-party collection partners.

This is a B3-level role focused on strategic ownership, project execution, and stakeholder management, with direct accountability for improving delinquencies, optimizing cost-to-collect, and ensuring compliance at scale.

You will manage complex collections initiatives from campaign design and vendor strategy to execution tracking and post-launch optimization while mentoring junior analysts and acting as a key thought partner to Product, Tech, Compliance, and Legal teams. This role requires a strong blend of data-driven problem solving, vendor leadership, and program management.

Responsibilities:

1. End-to-End Collections Program & Campaign Ownership:

- Own design, execution, and optimization of multiple collections campaigns across delinquency buckets (early, mid, late, write-off).

- Translate business objectives into clear project plans, including scope, timelines, KPIs, risks, and success metrics.

- Drive pilot programs and scale successful initiatives across portfolios and geographies.

- Lead bucket-level strategy including allocation logic, payout structures, channel mix, and treatment optimization.

- Conduct post-campaign deep dives to assess impact on net flows, roll rates, delinquencies, and cost efficiency.

2. Agency Strategy, Governance & Performance Leadership:

- Own the agency ecosystem strategy including onboarding, allocation, performance governance, and exits.

- Lead agency weekly performance reviews, performance calibrations, and payout discussions.

- Define and track clear success metrics for agencies including productivity, quality, compliance, and customer experience.

- Make data-backed recommendations on vendor selection, allocation optimization, and incentive redesign.

- Ensure agencies consistently adhere to govt. body compliance standards, scripts, and regulatory requirements.

3. Data-Driven Decision Making & Advanced MIS:

- Define the north-star metrics for collections performance across buckets and channels.

Own advanced MIS dashboards covering:

1. Net flows & recovery curves

2. Roll rates & delinquency movement

3. Agency-level ROI & cost-to-collect

4. Campaign-wise performance vs control groups

- Use data to proactively identify risks, inefficiencies, and opportunities for automation or process improvement.

- Partner with Analytics / Data teams to improve data availability, accuracy, and self-serve reporting.

4. Cross-Functional Stakeholder Management:

- Act as the collections SPOC for cross-functional projects with Product, Tech, Compliance, Legal, and Customer Support.

- Lead collections workstreams for new product launches, policy changes, or system enhancements.

- Influence roadmap prioritization by articulating collections impact, trade-offs, and operational feasibility.

- Manage escalations thoughtfully, balancing customer experience, risk, and recovery outcomes.

5. Process Excellence, Compliance & Quality Assurance:

- Own documentation and continuous improvement of collections SOPs, QA frameworks, and governance models.

- Design and monitor QA mechanisms to ensure script adherence and ethical collections practices.

- Identify gaps in processes or controls and lead remediation initiatives end-to-end.

- Stay updated on regulatory requirements and ensure readiness for audits and reviews.

6. Team Leadership & Capability Building:

- Mentor and guide junior analysts and campaign managers.

- Review analyses, challenge assumptions, and raise the overall bar on problem solving and execution quality.

- Foster a culture of ownership, accountability, and continuous improvement within the collections team.

Qualifications:

Must Have:

- 4-7 years of experience in collections, risk, or analytics (Fintech / NBFC / Lending preferred).

- Proven experience owning projects or programs end-to-end, not just reporting or execution.

- Strong understanding of collections metrics: roll rates, net flows, delinquency buckets, cost-to-collect, vendor ROI.

- Advanced Excel skills with the ability to independently analyze large datasets and present insights.

- Excellent stakeholder management and communication skills, including senior leadership interactions.

- Demonstrated ability to drive change, improve processes, and lead initiatives independently.

Good to Have:

- Experience managing multiple third-party collection agencies at scale.

- Exposure to SQL / dashboards / BI tools.

- Experience working in fast-paced, ambiguous environments or early-stage fintechs.

- Prior people management or mentoring experience.

Benefits of Joining:

- Competitive salary and equity package.

- Fast-paced, collaborative, and high-autonomy work culture.

- Hybrid work setup designed for flexibility and work-life balance.

- Fully paid group medical insurance and personal accident insurance.

- Generous paid time off, plus company-declared public holidays.

- Fully paid parental leave for fathers and non-birthing parents (12 weeks), in addition to 26 weeks of statutory maternity leave.

- Monthly WFH stipend, along with a one-time home office setup budget.

- $500 annual professional development budget.

- Quarterly social meet-ups and sponsored monthly team lunches.