About the role
Job Title: Collections Manager – IndiaLocation: Mumbai (100% Work From Office)Shift: As per India collections portfolio
Role Overview:As the Collections Manager – India at , you will drive recovery outcomes across assigned unsecured retail portfolios — credit cards, personal loans, BNPL, and other consumer lending products. You will design and execute omnichannel, digital-first borrower engagement strategies (SMS, WhatsApp, Voice AI, email), optimize campaign performance, and manage operational KPIs to maximize recovery rates, roll-back, and margins — all while ensuring strict compliance with RBI and Indian regulatory norms.
This role requires a professional with deep experience in Indian collections and contact-centre operations, able to translate data-driven insights into scalable, bucket-wise strategies. You will report to the Head of Collections and collaborate closely with Operations, Portfolio Management, Data Science, Compliance, and Product teams.
Key ResponsibilitiesCollections Strategy & Execution
- Develop and implement borrower engagement frameworks across SMS, Email, WhatsApp, Voice Bots, and AI/ML-based segmentation, tailored to portfolio and delinquency bucket.
- Own campaign execution across digital channels, aligning with portfolio strategy, lender/client expectations, and regulatory limits.
- Design bucket-wise strategies (early-stage/X-bucket, 1–30, 30–60, 60–90, and late-stage/NPA) across credit cards, personal loans, BNPL, and other unsecured products.
- Drive digital-first collections with measurable improvement in recovery %, resolution rate, roll-back/roll-forward, bounce reduction, and contactability.
- Collaborate with tech/product teams to enhance dialer systems, workflow automation, and multi-channel orchestration.
- Own portfolio-level KPIs — resolution rate, PTP and PTP-kept rate, RPC/connect rate, flow rates, cost-to-collect, and recovery against targets.
- Monitor digital campaign metrics for productivity and cost-efficiency across lenders/clients.
- Run A/B testing and optimization to improve connect rates, PTP rates, and recovery margins.
- Build and review dashboards for portfolio and campaign health; recommend and review content/message templates for compliant, effective engagement.
- Ensure all collections activity complies with RBI Fair Practices Code and Recovery Agent guidelines (8:00 AM–7:00 PM calling window, no harassment/coercion, borrower dignity), RBI Digital Lending Guidelines, RBI Master Directions on Outsourcing, DPDP Act 2023, TRAI/TCCCPR for SMS & voice, IT Act 2000, Consumer Protection Act 2019, and SARFAESI awareness where relevant.
- Provide legal/regulatory feasibility assessments for proposed collection strategies and templates; escalate compliance risk proactively.
- Partner with Business Analysts and Data Science teams to define problem statements and optimize campaign performance.
- Share best practices and success patterns with client/lender leadership.
- Collaborate with R&D and Product stakeholders to influence the roadmap for collections performance and automation.
- Coach and guide team members and vendor/agency partners toward compliant, high-performing execution.
Qualifications
- 5+ years of experience in collections, preferably in financial services (banks/NBFCs/fintechs) or contact-centre operations, with strong exposure to credit cards, personal loans, BNPL, and other unsecured retail portfolios.
- Solid understanding of bucket-wise collections strategy, campaign management, customer engagement, and data-driven optimization.
- Strong knowledge of Indian collections regulations: RBI Fair Practices Code, Recovery Agent guidelines, Digital Lending Guidelines, DPDP Act 2023, TRAI/TCCCPR, IT Act, and Consumer Protection Act.
- Hands-on experience with digital communication tools — SMS, WhatsApp, email platforms, and voice automation/bots.
- Ability to interpret performance metrics and run A/B testing frameworks.
- Excellent cross-functional collaboration skills across tech, product, analytics, and compliance.
- Analytical mindset with a passion for using data to drive business results.
Preferred / Nice to Have
- Exposure to AI/bot-assisted and omnichannel collections platforms; experience across multiple lenders/clients in a BPO/agency or in-house setup; familiarity with dialer platforms and speech/interaction analytics.
Why Join Us?
- Lead digital transformation in collections at the category pioneer.
- Work with industry experts in AI and automation.
- Collaborative, innovative work environment.
- Make a measurable impact on customer experience and business outcomes.