Head Of Collections

Requirements

About the Role:

Head of Collections

Key Responsibilities:

• Collections Strategy & Execution: Develop and implement effective collection strategies and recovery processes across unsecured loan products, including personal loans, digital credit, and credit card portfolios.
• Leadership & Team Management: Build, lead, and mentor a large team of zonal/regional collection managers, agency partners, and in-house collection staff across geographies. Set clear KPIs and track performance.
• Recovery Optimization: Drive improvements in early bucket and NPA recovery through data-driven initiatives, skip tracing, and settlement strategies. Identify high-risk segments and implement focused action plans.
• Policy, Process & Compliance: Define and continuously improve collection policies and SOPs. Ensure that all collection efforts are compliant with RBI guidelines, industry standards, and ethical practices.
• Agency Management: Identify, empanel, and manage third-party collection agencies and field executives. Ensure adherence to SLAs, training protocols, and performance benchmarks.
• Analytics & Reporting: Leverage data analytics to monitor portfolio health, track delinquency trends, predict risk, and identify bottlenecks. Provide regular reports and actionable insights to CXOs and stakeholders.
• Technology Integration: Collaborate with technology and product teams to automate collection workflows, implement dialers, bots, and AI-based predictive models for improved efficiency and reach.
• Customer Experience: Balance recovery goals with maintaining a positive customer relationship and protecting the brand's reputation. Ensure professional and empathetic customer interactions.
• Regulatory Readiness: Keep abreast of changes in the regulatory landscape. Ensure readiness for audits, compliance reviews, and data security assessments.
  

Required Skills & Competencies:

• Proven track record of leading unsecured collections in a bank, NBFC, or fintech environment.
• Deep understanding of collections lifecycle - from early buckets to legal recovery.
• Strong analytical, problem-solving, and negotiation skills.
• Demonstrated ability to lead high-performing teams in high-pressure environments.
• Excellent interpersonal and stakeholder management skills.
• Working knowledge of collection technology platforms, CRM systems, dialers, and field force automation tools.
• Ability to drive results with a strong ethical foundation.
  

Qualifications:

• Bachelor's degree is mandatory. A postgraduate degree (MBA/Finance) is preferred.
• Minimum 15 years of relevant experience in collections, out of which at least 5 years should be in a leadership role.
• Experience in managing unsecured retail portfolios is a must