Role Overview

Lead end-to-end collections strategy across portfolios (Early Bucket to Write-off)

Design and implement data-driven calling and digital engagement strategies

Manage large-scale call center operations with a strong focus on efficiency and recovery performance

Collaborate cross-functionally with Analytics, Data Science, and Operations teams

Key Responsibilities

• Develop and execute collections strategies across delinquency buckets (0+ to write-off)
• Own and optimize call center strategy, including agent productivity, contact rates, and recovery metrics
• Manage and fine-tune dialer strategies (predictive, progressive, preview modes)
• Design multi-channel strategies (calling, SMS, WhatsApp, email, digital nudges)
• Work closely with Analytics & Data Science teams to leverage models
• Translate model outputs into actionable strategies and workflows
• Drive portfolio segmentation and treatment strategies
• Monitor and improve collection KPIs
• Implement champion-challenger frameworks
• Ensure alignment between strategy design and execution
• Identify process gaps and drive improvements

Required Skills & Experience

• Strong experience in collections strategy and call center management
• Expertise in dialer management and campaign optimization
• Understanding of data science models and analytics
• Strong numerical and analytical skills
• Deep knowledge of collections lifecycle
• Experience with large teams and portfolios
• Strong stakeholder management skills

Preferred Qualifications

• Experience in BFSI / Fintech / NBFC collections (4-7years)
• Exposure to digital collections tools
• Familiarity with regulatory requirements
• Experience in strategy implementation at scale

Key Traits

• Strategic thinker with execution focus
• Data-driven and detail-oriented
• Problem-solving mindset
• Strong ownership and accountability
• Excellent communication skills

Performance Indicators

• Improved recovery rates and reduced roll rates
• Efficiency in calling strategy
• Success of hybrid digital and calling strategies
• Impact of data-driven interventions