National Collection Manager

About MobiKwik
MobiKwik is India's leading digital banking platform, offering a wide range of financial products for both consumers and merchants - including payments, digital credit, and investments. As a technology-first company, it leverages big data analytics and deep data science (including machine learning) to continuously delight users and merchants on its platform. The Company's mission is to build world-class financial products for Bharat!

Founded in 2009 by Bipin Preet Singh and Upasana Taku, MobiKwik has 140 million+ registered users across a 3.7 million strong merchant network. With 40 million credit pre-approved users, MobiKwik is focused on providing India's underserved population their first access to credit -democratising financial services for a billion Indians.

Role Overview
Position: Senior Collections Manager (NCM)

Location: Gurgaon

Department: Collections & Recovery

As Senior Collections Manager at MobiKwik, you will play a pivotal role in managing and optimising the collections process for our Merchant Cash Advance (MCA) and digital lending portfolio. You will drive timely recovery of outstanding balances while upholding customer dignity and ensuring strict compliance with RBI's Fair Practices Code and relevant regulatory guidelines. The role demands a strategic mindset, strong leadership capabilities, and an unwavering commitment to ethical collections conduct.

Key Responsibilities
1. Collections Strategy & Portfolio Management

• Develop and implement comprehensive collections strategies aligned with company goals and RBI regulatory requirements.
• Analyse portfolio performance, bucket-wise delinquency trends, and market conditions to identify opportunities for improving collections efficiency.
• Collaborate with senior management to set achievable recovery targets and build data-driven action plans.
• Define segmentation-based strategies for different borrower profiles - MSMEs, merchants, digital-first customers across DPD buckets (0-30, 31-60, 61-90, 90+).

2. Team Leadership & Performance Management

• Lead, mentor, and coach a team of collection executives and field agents to optimise individual and team performance.
• Conduct regular performance evaluations, provide structured feedback, and identify training needs - including mandatory Fair Practices training.
• Foster a culture of accountability, ethical conduct, and continuous improvement within the collections department.
• Ensure all team members are trained on RBI's Code of Conduct for recovery agents before deployment.

3. Operations Management

• Oversee day-to-day collections operations including outbound dialling, digital collection nudges, field visits, payment processing, and account reconciliation.
• Implement robust processes and controls to ensure compliance with regulatory requirements, company policies, and recovery agent guidelines.
• Leverage technology, diallers, and data analytics to streamline workflows, improve RPC rates, and enhance collections outcomes.
• Manage vendor/agency relationships for outsourced collections, ensuring contractual compliance and RBI-prescribed conduct standards.

4. Customer Engagement & Grievance Management

• Proactively engage with borrowers to understand their financial situations, communicate empathetically, and negotiate feasible repayment arrangements.
• Handle escalated customer inquiries and complaints with professionalism, ensuring resolution within timelines prescribed under RBI's Integrated Ombudsman Scheme.
• Maintain and periodically review a documented Customer Grievance Redressal mechanism aligned with RBI Fair Practices Code.
• Ensure all borrower communication is conducted only during permissible hours (8 AM to 7 PM) as per RBI guidelines, without any form of harassment or intimidation.

5. Reporting, Analytics & Risk Controls

• Track and report KPIs including collection efficiency ratio, RPC rate, roll rates, resolution rate, and recovery rate across DPD buckets.
• Prepare regular MIS reports and presentations for senior management, highlighting performance trends and areas for optimisation.
• Conduct root cause analysis of delinquent accounts and implement corrective actions to minimise future losses.
• Ensure maintenance of call recordings and field visit logs for regulatory audit readiness.

Code of Conduct RBI Compliance Expectations
As a Senior Collections Manager at a regulated NBFC/Fintech, adherence to the RBI's prescribed Code of Conduct for recovery agents is a non-negotiable condition of employment. The incumbent is expected to:

• Ensure that all recovery agents (internal and outsourced) are duly trained and certified before being deployed for collections, in accordance with RBI's Recovery Agent Guidelines.
• Maintain a list of authorised recovery agents and share it with the company's Compliance and Nodal Officer; ensure the list is updated with every change.
• Ensure agents carry and present a duly authorised identity card at all times during field visits.
• Prohibit any recovery practice that amounts to harassment, intimidation, threats, or use of abusive language whether in person, via call, SMS, email, or any digital channel.
• Ensure all borrower communication occurs only within RBI-prescribed hours (8 AM - 7 PM) unless the borrower explicitly consents otherwise; no exceptions.
• Prohibit contact with any person other than the borrower or their authorised representative for recovery purposes, except for tracing purposes and strictly within legal bounds.
• Ensure borrowers are provided with a clear notice before any recovery action, specifying the amount due, the consequences of non-payment, and the name and contact details of the recovery agent.
• Maintain detailed records of all collection interactions calls, visits, messages for a minimum period as specified by RBI, to facilitate audit and grievance resolution.
• Ensure that all collection-related communications (notices, settlement letters, receipts) are factually accurate, clearly worded, and free from misleading statements.
• Prohibit engagement of any recovery agent who has been found guilty of any offence involving moral turpitude or has been blacklisted by any regulated financial entity.
• Uphold borrower privacy no disclosure of personal financial information to unauthorised third parties, family members, or employers without explicit borrower consent.
• Report any violations of the Code of Conduct by agents or staff immediately to the Compliance Officer and ensure appropriate disciplinary action.
• Cooperate fully with RBI inspections, audits, or inquiries related to collections practices, and ensure timely submission of required data and documents.
• Support the implementation and periodic review of the company's Board-approved Fair Practices Code, ensuring collections policies remain aligned with evolving RBI circulars.

Note: Non-compliance with RBI's Code of Conduct for Recovery Agents may attract regulatory penalties for the organisation and will be treated as a serious disciplinary matter for the incumbent.

What We're Looking For
Experience & Qualifications

• 10 - 15 years of experience in collections management, preferably within fintech, NBFC, or banking (digital lending, MCA, or SME credit preferred).
• Proven track record of leading large collections teams (50+ headcount) and consistently achieving recovery targets in a high-volume environment.
• Graduate/Postgraduate in Business, Finance, or related field; MBA preferred.
• Familiarity with RBI's regulatory framework: Fair Practices Code, FLDG guidelines, Integrated Ombudsman Scheme, and Recovery Agent Certification requirements.

Skills & Competencies

• Deep understanding of collections regulations, compliance requirements, and industry best practices in the Indian lending ecosystem.
• Strong leadership, communication, negotiation, and conflict resolution skills.
• Ability to analyse complex delinquency data, derive actionable insights, and make data-driven decisions.
• Experience with collections technology platforms - diallers, CRMs, LMS integration, and digital nudge tools.
• High integrity with a demonstrated commitment to ethical collections practices and regulatory compliance.
• Ability to manage multiple stakeholders - legal, risk, operations, and technology teams - with clarity and purpose.

Why MobiKwik?

• Be part of India's digital lending story at scale - 40 million pre-approved credit customers.
• Work in a fast-paced, data-first environment with strong cross-functional collaboration.
• Competitive compensation with performance-linked incentives.
• A leadership role with direct impact on portfolio quality and business outcomes.
• Exposure to the full spectrum of fintech collectionsn- digital nudges, field operations, legal, and policy.