Manager/Senior Manager - Digital Collections

Job Title:

Location:

Mode of work

Role Overview:

We are looking for a seasoned Digital Collections professional to drive end-to-end recovery strategies for Shriram Finances digital lending portfolio. The ideal candidate will have strong experience in Personal Loan, Two-Wheeler Loan, Commercial Vehicle Loan and Gold Loan with proven expertise in digital recovery processes, team leadership, and operational excellence.

Key Responsibilities

1. Strategy & Digital Process Management

• Develop and implement digital collection strategies for Shriram Finance products Personal Loan, Two-Wheeler Loan, Commercial Vehicle Loan, Gold Loan, and other Digital Products.
• Utilize digital collection platforms, dialer systems, AI/ML triggers, and automation to maximize recovery efficiency.
• Continuously monitor delinquency trends and optimize strategies to minimize losses and write-offs.

2. Portfolio & Target Management

• Manage a portfolio of accounts, ensuring monthly recovery targets are consistently achieved.
• Drive bucket-wise collection strategies (Pre-due, Bucket X, Post-due) to control flow and improve resolution rates.
• Handle escalated, high-risk accounts and negotiate repayment or settlement plans.

3. Team & Vendor Leadership

• Lead and mentor a team and external agency partners.
• Provide structured coaching, performance reviews, and development plans that enhance team efficiency.
• Manage agency/vendor relationships to ensure quality, compliance, and productivity.

4. Compliance & Risk Management

• Ensure 100% compliance with RBI guidelines, company policies, and legal standards for debt recovery.
• Work closely with legal teams on NPA cases, write-offs, and settlement processes.
• Maintain accurate and auditable records of all collection activities.

5. Cross-Functional Collaboration

• Coordinate with Sales, Risk, Customer Service, and Legal teams to resolve disputes and ensure a seamless customer experience.
• Support renewal/retention drives for cross-sell and product reinstatement opportunities (e.g., Gold Loan renewal, FD retention).

6. Reporting & Analytics

• Track and publish daily/weekly/monthly MIS on recovery performance, delinquency rates, ARPC, and NPS scores.
• Analyze data to identify collection trends, operational gaps, and process improvement opportunities.

Required Skills & Competencies:

• Domain Expertise

  : Proven experience in collections for all digital products.

• Digital Proficiency:

  Hands-on with collection systems, dialers, CRM tools, and automation workflows.

• Regulatory Awareness:

  Knowledge of NBFC debt recovery norms and RBI compliance requirements.

• Leadership:

  Strong ability to motivate and manage teams for high performance.

• Negotiation & Resolution Skills:

  Capable of managing escalated customer interactions with tact and closure.

• Analytical Mindset

  : Data-driven decision-making with strong reporting and trend analysis skills.

Qualifications:

• Post-Graduate in Business, Finance, or related field.
• 7+ Years of experience in NBFC or Fintech collections with multi-product exposure.
• Track record of exceeding recovery targets and reducing delinquency rates

sai.s29@shriramfinance.in