Collections Lead

Collections Lead

Our Client: Our client is a venture-backed financial technology company revolutionizing how India saves, invests, and accesses credit through its most trusted asset Gold. With a mission to empower millions of households to unlock the true value of their assets, the company is building innovative solutions that promote financial independence and security. Join a high-growth, mission-driven startup that offers immense learning, impact, and wealth-creation opportunities.

Job Title: Collections Lead

Location: Chennai/Hyderabad

Education: Any Graduate

Experience: 10 to 15 years years in collections, loan servicing, product ops, or growth ops

About the Role: Own and build the collections and recovery engine of the NBFC not as a calling function, but as a system-led, data-driven operation.This role is responsible for designing how the business detects risk early, communicates with customers effectively, and drives resolution at scale.

Responsibilities:

• Early Warning System & Risk Monitoring
• Build and own the LTV-based Early Warning System (EWS)
• Track gold price movements and portfolio impact daily
• Define automated breach triggers (88%, 90%, 95%) and escalation workflows
• Maintain portfolio-level dashboards on LTV risk and exposure
• Lead response during mass breach events
• Collections Communication & Journey Design
• Design end-to-end customer communication journeys across breach levels
• Own non-voice channels: WhatsApp, SMS, email (templates, triggers, performance)
• Define calling strategy, scripts, and CRM logging standards
• Create a clear resolution framework: repayment, top-up, additional pledge
• Ensure all communication is RBI compliant
• Field Visit Coordination
• Define criteria and prioritisation for field visits
• Provide structured visit briefs and track outcomes
• Ensure proper documentation and follow-ups
• Improve resolution rates through targeted field interventions
• Legal Escalation & Auction Coordination
• Define triggers for legal escalation and ensure process compliance
• Coordinate with legal teams for notices and documentation
• Manage pre- and post-auction workflows (communication, reconciliation)
• Track recovery rates and identify systemic gaps
• Collections Analytics & Performance Tracking
• Own the full collections funnel: breach contact resolution escalation
• Build weekly dashboards on contact rate, resolution rate, and pipeline movement
• Conduct roll-rate and cohort analysis (vintage, geography, product)
• Track cost per recovery and re-breach trends
• Use insights to continuously improve collections strategy
• Partner with Risk on policy execution (LTV, timelines, triggers)
• Work with Product/Tech to build CRM workflows and automation
• Manage collections vendors (if applicable) with defined SLAs
• Contribute to overall ops dashboard and portfolio health tracking

Requirement:

• Experience in fintech, NBFC, or digital lending preferred
• Exposure to CRM tools, communication automation, or collections systems
• Strong data-driven and systems-thinking mindset
• Ability to design and optimise customer journeys
• Comfort working with dashboards, funnels, and performance metrics
• Ability to translate problems into process or product solutions