Manager Collections Operations

About WeRize

Founded in 2019 by Vishal Chopra and Himanshu Gupta, WeRize is building India's largest full stack fintech platform for 500 million underserved middle-class customers who live in 5000+ small towns of India. WeRize (Wortgage technologies pvt ltd) also owns RBI registered NBFC subsidiary (Wortgage Finance pvt ltd). This customer segment is not served by private sector banks, Insurers and Mutual Fund companies due to their low ticket-size and lifetime value and is dependent on PSU/Govt. banks. PSU/Government banks rarely provide financial products beyond basic savings accounts and these customers lack access to unsecured loans, MSME loans, credit cards, affordable housing loans, loan against property , health and life insurance and investment products.

WeRize manufactures innovative unsecured consumer credit, mortgages, loan against property, MSME loans, savings and insurance products designed for this customer base keeping in mind their needs, requirements and purchasing power, with a view to add a layer of financial security to their lives and enable access to credit. While customers in these geographies use smartphones, they need proper guidance and support when purchasing the right financial products for themselves. So, a pure digital model doesn't work for this segment. WeRize has innovated on this front through its Finance ki online dukaan (Social Shopify of Finance), a first of its kind social distribution tech platform in the financial services space that educates and enables local financially literate freelancers across these small towns to source business through online and offline channels, recommend the right financial product(s) to customers as well as provide after sales support. These freelancers, who are located in more than 5000+ towns and cities, earn as much as INR 30,000 a month from WeRize in commissions.

werize.com.

Role Summary

The Manager Collections Operations will own and oversee end-to-end collections operations across buckets, ensuring operational efficiency, regulatory compliance, and a customer-first approach. This role is responsible for strengthening collection processes, leveraging data and automation, managing internal teams and external agencies, and driving performance while adhering to RBI guidelines and fair collection practices.

Key Responsibilities

• Allocate accounts to internal teams and external agencies based on risk segmentation.
• Ensure adherence to SOPs, RBI guidelines, and fair collection practices.
• Enhance efficiency through digital tools, automation and analytics.
• Standardize processes and improve operational turnaround time.
• Drive automation in reporting, allocation, and exception handling.
• Analyze and publish collection reports, MIS dashboards, etc.
• Manage payouts, incentive structures for outsourced agencies
• Address customer complaints, escalation handling and sensitive cases.
• Lead and mentor backend officers.
• Review performance metrics, provide training and ensure capacity planning.
• Foster a culture of compliance, customer sensitivity and high performance.
• Identify frauds, skips and high-risk accounts; recommend action including legal escalation.

Key Skills & Competencies

• Strong understanding collections lifecycle.
• Analytical mindset with proficiency in MIS, G-sheet and Excel.
• Leadership and people management skills.
• Negotiation, conflict management and customer handling expertise.