Senior Manager - Collections

Job Description:

Job Title: Senior Manager – Debt Collections
Location: Ahmedabad, India
Reporting To: Management
Company Type: NBFC – Lending Fintech
Product: Unsecured Short-Term Personal Loans

Role Summary
The Senior Manager – Debt Collections will own and scale the collections and recovery
function for unsecured short-term personal loans. This role requires a strong understanding
of high-velocity, high-frequency repayment cycles, data-led collections strategies, and
technology-driven execution. The incumbent will build and lead the in-house collections
team, manage external agencies, and ensure strict adherence to RBI and fair practices
guidelines while delivering strong portfolio performance.

Key Responsibilities
Collections Strategy & Analytics
● Own collections strategy across early, mid, and late buckets for short-tenure,
high-volume personal loans.
● Design segmentation-based strategies using customer behavior, payment patterns,
and risk signals.
● Track and improve KPIs including bounce rate, DPD movement, roll rates, cure rates,
recovery rates, and NPAs.
● Develop MIS, dashboards, and insights for regular management review.
● Run experiments on contact timing, channels, scripts, and settlement structures.
Team Building & Leadership
● Build, manage, and scale an in-house collections team based in Ahmedabad.
● Define productivity benchmarks, incentives, and quality standards.
● Establish SOPs, call flows, escalation matrices, and training programs.
● Drive a performance-oriented and compliant collections culture.
Technology & Process Enablement
● Leverage collections tech, CRM, dialers, and digital channels (SMS, WhatsApp, IVR,
email).
● Work with product and tech teams to automate collections journeys and reduce
manual effort.
● Utilize analytics and rule-based / ML-driven prioritization to improve efficiency and
cost-to-collect.
Agency & Vendor Management
● Onboard and manage third-party collection agencies for hard and late-stage buckets.
● Set SLAs, scorecards, and compliance requirements; conduct regular audits.
● Optimize agency allocation, placement cycles, and commercial terms.
Compliance & Governance
● Ensure full compliance with RBI regulations, Fair Practices Code, and customer
communication norms.
● Monitor ethical collections practices across in-house and agency operations.
● Coordinate with legal and compliance teams on escalations, disputes, and recovery
actions.
Management Engagement
● Present portfolio performance, risks, and improvement plans directly to
management.
● Act as a key contributor to credit and risk strategy discussions.
Key Success Metrics
● Reduction in early delinquency and NPAs
● Improvement in cure and recovery rates
● Bounce rate reduction and faster DPD resolution
● Cost-to-collect optimization
● Agency performance and compliance scores
Qualifications & Experience
● 8–12+ years of experience in collections and recoveries, specifically in unsecured
personal loans.
● Strong exposure to short-tenure, high-volume lending products.
● Proven experience building and scaling collections teams.
● Hands-on experience managing multiple collection agencies.
● Strong analytical, data-driven decision-making capability.
● Deep understanding of RBI guidelines and fair collections practices.
● Excellent leadership and stakeholder management skills.
Preferred
● Experience in fintech or digital-first NBFCs.
● Exposure to automated / analytics-driven collections models.

Company Profile:
It is a digital lending platform