Analyst

Job Title: Strategy and Analyst – Collections

Department:

Location:

Reporting To:

Role Overview:

The Strategy and Analyst – Collections is responsible for driving data-backed strategies to optimize collections performance across portfolios. This role involves deep analysis of customer behaviour, delinquency trends, and operational metrics to design and implement effective collection strategies, segmentation models, and performance dashboards.

Key Responsibilities:

Strategic Planning & Execution

• Execution of defined collections strategies across buckets (early, mid, late-stage delinquency).
• Collaborate with cross-functional teams (Operations, Risk, Data Science) to implement segmentation and treatment strategies.
• Monitor strategy effectiveness and recommend course corrections based on performance metrics.
• Manage digital campaign vendors responsible for multi-channel outreach (SMS, email, WhatsApp, IVR, chatbots) to delinquent customers.
• Oversee vendor performance across engagement, conversion, and compliance metrics.
• Ensure seamless integration with internal systems (CFRs, dialers, Filed App) and adherence to regulatory guidelines.

Data Analysis & Insights

• Analyze portfolio performance, customer repayment behaviour, and operational KPIs.
• Build predictive models and scorecards in collaboration with the Data Science team.
• Identify trends, root causes of delinquency, and opportunities for automation or process improvement.
• Leverage campaign analytics to monitor vendor performance across key metrics such as contact rate, engagement, promise-to-pay (PTP) conversion, and payment realization.
• Collaborate with vendors and internal teams to ensure data-driven decision-making and continuous campaign refinement

Performance Management

• Design and maintain dashboards for real-time tracking of collections metrics.
• Support monthly and quarterly reviews with insights and recommendations.
• Track agency/vendor performance and suggest optimization strategies.
• Design and maintain a digital collections campaign calendar aligned with delinquency buckets, customer segments, and business priorities.
• Track campaign outcomes through structured MIS covering contact rates, engagement, PTP conversions, and recovery performance.
• Use insights from MIS to refine campaign strategy, vendor allocation, and channel mix for improved effectiveness.

Compliance & Risk

• Ensure strategies comply with regulatory guidelines and internal risk policies.
• Support audits and regulatory reporting with relevant data and documentation.
• Prepare and maintain comprehensive collections documentation to support compliance audits, regulatory reviews, and Operational Risk Management (ORM) requirements.

Qualifications & Skills:

Education:

• Bachelor’s or Master’s degree in Business, Finance, Economics, Statistics, or related field.

Experience:

• 3–7 years in collections strategy, credit risk, or financial analytics.
• Experience in Collections for unsecured lending, retail banking, or NBFC preferred.

Technical Skills:

• Proficiency in SQL, Excel, and visualization tools (Power BI/Tableau).
• Familiarity with Python/R and statistical modeling is a plus.
• Understanding of collections systems and CFRs.

Soft Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Ability to work in a fast-paced, dynamic environment.