Head of Collections

Job Summary:

Head of Collections

Key Responsibilities:

• Pan-India Recovery Management:

   Lead and monitor resolution and recovery rates across all geographies and product lines.

• Customer Experience:

   Champion a customer-first approach in the collections process; handle high-level escalations effectively and professionally.

• Vendor & Team Leadership:

   Drive performance through internal teams and external collection agencies/vendors. Provide direction, motivation, and support to ensure results.

• Feedback & Development:

   Deliver constructive, real-time and scheduled feedback to team members; foster a culture of continuous improvement.

• Quality & Compliance:

   Emphasize quality metrics such as first-time resolution and responsiveness, while ensuring strict adherence to compliance and regulatory requirements.

• Controls & Risk Management:

   Implement and monitor controls to ensure due diligence and reduce operational risks across collection activities.

• Analytics & Reporting:

   Leverage MIS, dashboards, and data insights to track KPIs, identify trends, and support decision-making.

• Strategic Thinking:

   Work cross-functionally to align collections strategy with business goals; contribute to process improvement and long-term planning.

• Agility & Execution:

   Operate effectively in a fast-paced, dynamic environment with a strong focus on deadlines, details, and multitasking.

Qualifications & Requirements:

• Experience:

   8–15 years of progressive experience in collections, with proven leadership in managing teams, vendors, and recovery operations.

• Industry Background:

   Preferably from Banking, NBFC, or Fintech sectors handling unsecured loans such as personal loans.

• Communication:

   Outstanding verbal and written communication skills, with the ability to influence and collaborate with diverse stakeholders.

• Analytical Ability:

   Strong MIS and data analysis skills; ability to interpret data and drive actionable insights.

• Leadership Qualities:

   Strategic mindset, team-building capabilities, and results-oriented approach with strong compliance discipline.