Overview
The head – Digital Collections will be responsible for driving the company’s end-to-end digital collections, collections strategy, deploying technology-led platforms, enhancing customer experience, improving recoveries, and ensuring compliance across retail, SME, and unsecured lending portfolios.
Key Responsibilities
Strategic Leadership:
– Define and implement the overall digital collections roadmap aligned with the organization’s business objectives.
– Drive adoption of AI/ML-led digital tools, payment gateways, chatbots, and analytics for enhanced collection efficiency.
Operations Management:
– Oversee day-to-day digital recovery operations across retail loans, SME, personal loans, and other NBFC products.
– Ensure automation and digital-first strategies reduce costs and improve efficiency.
Technology & Innovation:
– Collaborate with product, risk, and technology teams to design and deploy digital repayment solutions (apps, IVR, WhatsApp, UPI, digital wallets).
– Lead initiatives on predictive analytics and early warning systems to identify delinquency patterns.
Vendor & Partner Management:
– Manage and optimize relationships with fintech partners, payment aggregators, collection agencies, and technology vendors.
– Evaluate and onboard best-in-class digital collection platforms.
Regulatory & Compliance:
– Ensure RBI and NBFC guidelines are adhered to across all digital collection processes.
– Implement strict controls around data privacy, cybersecurity, and customer communication standards.
People Leadership:
– Lead and mentor a team of digital collection managers and analysts.
– Build a high-performance culture focused on data-driven decisions and continuous improvement.
Background:
– Minimum 15 years of overall experience in collections
– At least 5 years of leadership experience in managing digital collections for NBFCs, Banks, or Fintechs.
– Strong exposure to retail lending collections, unsecured loans, and SME portfolios.
– Proven track record in digital transformation, automation, and fintech-led collections.
– Deep understanding of RBI regulations, fair practices code, and digital compliance norms.
– Strong leadership, stakeholder management, and vendor collaboration skill