Head Unsecured Collections Strategy

Role Objective

To provide strategic leadership for pan-India unsecured collections across digital, call-centre, and field channels. The incumbent will design, implement, and continuously refine collection strategies for the Unsecured Business Loan portfolio, leveraging data analytics, digital tools, and customer segmentation to maximize recoveries, control delinquencies, and enhance cost efficiency.

Key Responsibilities

1. Strategic Leadership

- Define and implement the end-to-end collections strategy for Unsecured Business Loans.

- Develop data-driven frameworks for customer segmentation, early-warning triggers, and portfolio monitoring.

- Align collection strategies risk appetite, business goals, and regulatory standards.

- Partner with risk, analytics, and digital teams to implement predictive models and automation.

2. Call Centre & Digital Collections Management

- Oversee in-house and outsourced call-centre operations managing early-stage and soft collections.

- Implement AI-based dialers, chatbots, and digital outreach platforms for proactive collections.

- Monitor contact centre KPIs connect rate, resolution rate, PTP adherence, and agent productivity.

- Drive integration between digital lending platforms and collection systems for real-time updates.

3. Field Collections Strategy

- Define zonal and regional field collection frameworks across all DPD buckets.

- Establish agency governance models, performance scorecards, and incentive structures.

- Collaborate with regional business and legal teams to handle skip tracing, repossession, and recovery cases.

- Ensure adherence to RBI and Fair Practice Code guidelines in all field activities.

4. Portfolio Analytics & Performance Optimization

- Build and oversee collection dashboards, MIS reports, and predictive models to track roll rates and recovery efficiency.

- Use portfolio analytics to identify risk hotspots and performance gaps.

- Enhance scorecards, dialer logic, and workflow automation to improve efficiency.

- Optimize Cost of Collection (CoC) and improve ROI across all channels.

5. Leadership & Collaboration

- Lead a multidisciplinary team of collection strategists, data analysts, and channel managers.

- Work closely with Digital Lending, Credit Risk, Operations, Legal, and Product teams to ensure cohesive strategy execution.

- Foster a high-performance and compliance-driven culture across collection channels.

Key Deliverables / KPIs

- Reduction in Delinquency (DPD) & NPA levels - Improvement in Resolution Rate & Roll Rate Control

- Cost of Collection (CoC) optimization

- Enhanced Digital Collection penetration

- Call Centre productivity and agent performance metrics

- Field agency efficiency and compliance adherence

Desired Candidate Profile

- 15+ years in Collections / Risk Strategy / Unsecured Lending with exposure to Call Centre Management, Field Collections, and Digital Platforms.

- Proven success in pan-India collection strategy for Unsecured Business Loans, Personal Loans, or Digital Lending.

- Expertise in portfolio analytics, predictive modeling, and workflow automation.

- Understanding of digital lending ecosystems, CRM platforms, and collection technologies.

- Leadership in managing large teams and multi-channel partners.

- Qualification: MBA / PGDM (Finance, Risk, or Analytics preferred).