IT & Compliance Officer - Retail MFB

Key Responsibilities:1. IT & System Implementation for CollectionsLead the implementation and enhancement of Loan Management Systems (LMS), Collection Management Systems (CMS), and CRM tools for improved operational efficiency.Develop and execute automation projects for digital collections, including AI-based predictive models, self-service payment portals, and automated follow-ups (SMS, WhatsApp, IVR, Email, App Notifications).Ensure seamless integration with digital payment solutions (UPI, Net Banking, NACH, Auto-Debit, and Payment Gateways) to facilitate smooth recoveries.Collaborate with IT teams to enhance cybersecurity and data security measures for collections platforms.

2. Business Requirement Document (BRD) Preparation & ImplementationDefine and document business requirements for collections-related IT systems in collaboration with stakeholders.Work with IT, operations, and collections teams to draft BRDs for new system developments and enhancements.Ensure UAT (User Acceptance Testing) and successful deployment of IT solutions, ensuring alignment with business goals.Monitor post-implementation system performance and recommend upgrades or optimizations.

3. Compliance & Regulatory AdherenceEnsure strict compliance with Digital and Non-Digital RBI/NBFC guidelines for collections and ethical recovery practices.Establish audit mechanisms and governance frameworks for collections to mitigate legal and reputational risks.Work closely with legal teams for regulatory filings, dispute resolution, and customer grievance management.Monitor and enforce data privacy and cybersecurity measures in accordance with regulatory standards.

4. Manpower Planning & Workforce EfficiencyDevelop an optimized manpower strategy across field collections, tele-calling, legal recovery, and digital collections.Implement AI-driven workforce allocation models to enhance productivity and reduce costs.Define KPI-based performance management frameworks to assess collection agent efficiency.Develop and conduct training programs for collection agents on compliance, digital tools, and customer negotiation techniques.Engage with third-party collection agencies to optimize external recovery support.

5. Budget Planning & Cost OptimizationDevelop and manage the annual budget for collections, IT upgrades, legal expenses, and workforce costs.Optimize cost structures by identifying cost-effective recovery methods and digital collection strategies.Track and analyze collection costs vs. recovery rates to maximize profitability.Coordinate with finance teams for effective allocation and utilization of collection funds.

6. Incentive Structure Design & Performance ManagementDevelop a performance-based incentive structure for field collection teams, tele-callers, and agency partners.Implement data-driven incentive models based on Collection Efficiency (CE), Roll-Back Performance, and Legal Resolution Metrics.Design an automated incentive tracking system integrated with the collection dashboard.Ensure that the incentive structure is aligned with compliance policies and does not encourage aggressive recovery tactics.

7. Performance Monitoring & ReportingDevelop and manage real-time dashboards for tracking collection efficiency, delinquency trends, and workforce performance.Generate and present MIS reports, KPI analysis, and trend forecasting to senior management.Provide insights on root causes of slippages and corrective actions to improve portfolio quality.

Key Skills & Competencies: Expertise in IT-driven collections, system implementation, and BRD documentation Strong knowledge of RBI/NBFC collection guidelines, compliance, and risk mitigat

Qualifications : MBA/PGDM in Finance, IT, Business, or a related field