Job Description - Head of Collections

Position Title: Head of Collections

Department: Collections & Recovery

Reporting To: CEO

Location: Bangalore

Experience Required: 10-15 Years

Company Overview

We are a fast-growing fintech platform focused on enabling seamless lending solutions and supporting financial inclusion through innovative credit products. We specialize in unsecured lending and serve high-risk customer segments through technology-driven and customer-centric financial solutions.

Job Summary

The Head of Collections will lead the end-to-end collections and recovery function across all delinquency buckets, ensuring portfolio health, operational excellence, compliance adherence, and achievement of collection targets.

The role requires strategic leadership in tele-collections, field recovery operations, legal recovery management, agency management, and collections analytics within the digital lending ecosystem.

Key Responsibilities

- Strategic Collections Leadership

- Develop and implement collection strategies across soft collections, hard collections, recovery, and write-off management.

- Drive portfolio performance by controlling bucket flows and minimizing delinquency.

- Ensure achievement of monthly, quarterly, and annual collection targets.

- Build scalable collection frameworks aligned with organizational growth plans.

- Team & Operational Management

- Lead collection managers, team leaders, SMEs, telecallers, and field recovery teams.

- Drive team productivity, discipline, and performance management.

- Develop KRAs/KPIs and conduct periodic performance reviews.

- Implement training and development programs for collection teams.

- Compliance & Governance

- Ensure collection operations comply with RBI guidelines, internal policies, and legal regulations.

- Monitor ethical recovery practices and customer grievance management.

- Coordinate with legal teams for escalated recovery and NPA accounts.

- Ensure audit observations and compliance gaps are addressed promptly.

- Vendor & Agency Management

- Manage external collection agencies and recovery partners.

- Monitor SLA adherence and agency productivity.

- Negotiate vendor agreements and payout structures.

- Analytics & Portfolio Management

- Analyze collection trends, delinquency movement, recovery ratios, and write-off percentages.

- Drive operational improvements using data analytics and portfolio insights.

- Monitor operational metrics including RPC, PTP, AHT, shrinkage, and dialler productivity.

- Provide management MIS and strategic reports.

- Cross Functional Collaboration

- Work closely with Credit, Risk, Operations, Compliance, Technology, and Customer Support teams.

- Provide feedback on underwriting and repayment behaviour trends.

- Support automation and digital collection initiatives.

Required Qualifications

- Bachelor's Degree in Finance, Commerce, Business Administration, or related field.

- MBA (Finance/Operations) preferred.

Experience & Skills Required

- 10-15 years of collections experience in NBFC, FinTech, Banking, or Digital Lending.

- Minimum 5 years of leadership experience in collections management.

- Strong expertise in unsecured lending collections and portfolio management.

- Experience in dialer strategy, agency management, and legal collections.

- Strong analytical and MIS management capabilities.

- Excellent leadership, negotiation, and decision-making skills.

- Strong understanding of RBI and digital lending compliance frameworks.

- Experience managing high-performing collections teams in fast-paced environments.

Behavioural Competencies

- Strategic Leadership

- Ownership & Accountability

- Decision Making

- Operational Excellence

- Process Orientation

- Conflict Resolution

- Result Driven Mindset