Chief Collections Officer,Chief Recovery Officer- Banks, NBFCs,Fintech

About the Role

The role is aimed at senior leaders who can drive end-to-end collections strategy, optimize recovery operations, and elevate portfolio performance across early-stage, mid-stage, and late-stage collections. The ideal candidate will bring strategic depth, operational rigor, and proven experience managing large outbound calling teams in high-velocity lending environments.

Key Responsibilities

1. Collections Strategy & Portfolio Management

• Own the complete collections lifecycle across buckets: current, early delinquency, mid-stage, and hard collections.
  
• Develop and implement data-driven strategies to reduce delinquencies, roll-forwards, and NPAs.
  
• Build risk-segmented strategies to improve overall portfolio quality.
  

2. Operations & Team Leadership

• Lead large-scale calling teams (minimum 100+, ideally thousands) across multiple locations.
  
• Establish productivity benchmarks, daily monitoring cadence, and performance governance models.
  
• Optimize team structure, workflows, and SOPs for efficiency and compliance.
  

3. Recovery & Field Operations

• Design and manage recovery frameworks for high-risk and write-off accounts.
  
• Drive collaboration between calling, field collections, legal, and agency partners.
  
• Streamline agency performance management and introduce scorecards for continuous improvement.
  

4. Technology, Automation & Process Innovation

• Utilize digital tools, dialer platforms, and workflow automation systems to improve contactability and conversion rates.
  
• Deploy analytical dashboards and MIS for real-time decision-making.
  
• Identify and implement new initiatives to boost efficiency and reduce operational leakages.
  

5. Compliance, Audit & Regulatory Alignment

• Ensure adherence to all regulatory and internal compliance guidelines.
  
• Implement audits, quality checks, and dispute-resolution processes for customer interactions.
  
• Uphold best-in-class practices in customer communication, grievance handling, and data security.
  

6. Cross-Functional Collaboration

• Work closely with Risk, Credit, Product, Finance, and Senior Leadership teams.
  
• Contribute to board-level discussions on portfolio performance, provisioning, and operational risks.
  

Required Experience & Qualifications

• 1525 years of experience in Collections and Recoveries within NBFCs, Banks, or high-scale lending businesses.
  
• Must have led outbound calling operations of

  at least 100 team members

  (preferably 500–2000+).
• Strong background in digital collections, call center operations, dialer management, and performance optimization.
  
• Proven record of reducing NPAs and improving recoveries across secured/unsecured portfolios.
  
• Excellent stakeholder management, leadership skills, and ability to lead large distributed teams.
  

Preferred Personas

Chief Collections Officer

• Head of Collections
  
• Head of Recoveries
  
• Head of Debt Management
  
• CEO or CFO (in smaller lending organizations) with strong exposure to collections and credit cycles
  

Key Competencies

• Strategic thinking and operational discipline
  
• Strong analytical and decision-making capability
  
• Advanced process management and problem-solving skills
  
• High integrity and deep understanding of regulatory standards
  
• Ability to lead high-intensity, large-scale teams