Description:

Hiring for a NBFC

Role Summary:

The role is responsible for leading end-to-end collections for digitally sourced unsecured loan products, with a strong focus on personal loans, partnership/co-lending portfolios, and digital-first collection models. The incumbent will drive strategy, governance, portfolio performance, and technology-led collection initiatives across PAN India operations.

This is a leadership role requiring deep exposure to digital lending ecosystems, fintech/partner models, analytics-driven collections, and regulatory compliance.

Key Responsibilities:

1. Strategy & Governance:

- Design and execute collections strategy for digital personal loans and partnership-led portfolios.

- Build risk segmentation, early warning signals, and intervention frameworks for digital customers.

- Drive continuous improvement through analytics, automation, and digital recovery tools.

- Ensure adherence to RBI guidelines, digital lending norms, and NBFC code of conduct.

2. Portfolio & Delinquency Management:

- Monitor portfolio health including roll rates, cure rates, vintage performance, and loss trends.

- Identify delinquency drivers and implement pre-delinquency and early-stage actions.

- Partner with Credit, Product, Risk, and Data teams to refine policies and reduce losses.

- Present MIS, dashboards, and insights to senior leadership.

3. Digital & Call Centre Collections:

- Lead in-house and outsourced call centre collections for early and mid buckets.

- Define calling strategies, agent KPIs, scripts, and compliance standards.

- Implement dialer optimization, omnichannel communication (WhatsApp/SMS/Email/IVR) and digital repayment journeys.

4. Partnership / Co-lending Collections:

- Manage collections for fintech partnerships, embedded finance, co-lending and FLDG models.

- Ensure partner SLA adherence, shared MIS, reconciliation, and governance controls.

- Handle partner escalations and cross-organization coordination.

5. Field & Legal Collections:

- Oversee field collections and agency management for hard and skip cases.

- Manage legal recovery processes including notices, arbitration, and litigation.

- Ensure ethical recovery practices and zero tolerance to coercive actions.

6. Technology, Automation & Digital Initiatives:

- Work closely with Product & Technology teams to enhance collection systems and workflows.

- Leverage ML-based segmentation, automated nudges, and self-serve payment options.

- Drive real-time tracking of customer commitments and recovery performance.

7. People Leadership:

- Build and lead large PAN-India teams across digital, call centre, field, and legal collections.

- Drive performance management, capability building, and leadership development.

- Promote a culture of customer-centricity, compliance, and accountability.

Candidate Profile:

Experience:

- 12+ years of experience in collections leadership within NBFCs, banks, or fintech lenders.

- Mandatory exposure to digital personal loans and partnership / co-lending portfolios.

- Experience managing large teams and vendors PAN India.

Technical & Functional Skills:

- Strong understanding of digital collections, analytics, forecasting, and portfolio metrics.

- Hands-on experience with dialers, digital journeys, automation, and MIS dashboards.

- Ability to translate data into actionable management insights.