Process Manager

Job Description

Your roleWe, at Khatabook, are looking for an Associate Process Manager to help streamline the collections process, ensuring efficiency, compliance, and high recovery rates across MSME loans and customer segments What would you do at Khatabook? Drive and optimize day-to-day collection processes for MSME loans and customer segments Coordinate with internal and external collection partners, agencies, and technology teams to ensure timely follow-ups and recoveries. Monitor key metrics including delinquency rates, recovery performance, and portfolio health. Identify process gaps and implement improvements to enhance efficiency and customer experience. Leverage data and dashboards to analyze collection trends and develop actionable strategies. Ensure compliance with regulatory and legal requirements in all collection activities. Work cross-functionally with Product, Risk, Customer Support, and Legal teams for resolution of complex cases. Support automation initiatives and tech integrations to streamline the collection lifecycle. What are we looking for?Bachelor's degree: MBA or relevant postgraduate qualification is a plus 3+ years of hands-on experience in collections, preferably in a fintech, NBFC, or digital lending company. Strong understanding of digital collections tools, call center operations, and agency management. Excellent analytical, communication, and negotiation skills. Familiarity with loan management systems (LMS), CRM platforms, and BI dashboards (Tableau, Power BI, etc.). High ownership, adaptability, and ability to work in a fast-paced, startup environment. Experience in managing tele-calling teams or outsourced collections. Knowledge of regulatory guidelines like RBI norms for collections. Proficiency in Hindi and/or regional languages is a plus