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:
Itis a digital lending platform