Head - Collections Strategy - Banking/Financial Services

Head Collection Strategy (15-18 yrs)

Role Purpose:

The Head - Collections Strategy will be responsible for designing, implementing and optimizing collection strategies across the entire delinquency lifecycle to maximize recoveries, reduce credit losses, improve portfolio performance and enhance customer engagement. The role will work closely with Risk, Analytics, Operations, Product, Legal and Technology teams to build a data-driven collections framework across retail lending products.

Key Responsibilities:

Collections Strategy & Portfolio Management:

- Develop and execute end-to-end collections strategies across Early, Mid and Late Stage delinquencies.

- Design segmentation-based collection treatments for different customer cohorts and risk buckets.

- Monitor portfolio performance and recommend interventions to improve roll rates, cure rates and recoveries.

- Drive collection efficiency while balancing customer experience and regulatory compliance.

- Establish portfolio monitoring frameworks and collection scorecards.

Analytics & Decision Science:

- Leverage analytics to identify delinquency trends and portfolio risks.

- Develop predictive models for customer behavior, repayment propensity and collection effectiveness.

- Design and optimize contact strategies, digital collection journeys and field allocation models.

- Utilize data-driven insights to improve collection productivity and reduce operating costs.

Agency & Vendor Management:

- Develop agency allocation strategies and performance measurement frameworks.

- Monitor collection agency productivity, quality, compliance and recovery performance.

- Drive negotiations and governance with external collection partners and legal recovery agencies.

Digital Collections & Automation:

- Build digital-first collection strategies leveraging SMS, WhatsApp, IVR, Email, AI and predictive dialers.

- Partner with technology teams to automate collection workflows and customer engagement journeys.

- Drive implementation of collection management systems and analytics platforms.

Experience:

- 12 - 18 years of experience in Collections Analytics, Portfolio Management or Retail Lending.

- Minimum 5 years in Collections Strategy leadership roles.

- Experience in NBFC, Bank, Fintech, Housing Finance or Consumer Finance organizations.

- Exposure to secured and/or unsecured lending products including Personal Loans, LAP, Home Loans, Business Loans, Auto Loans or Consumer Finance.