Collections Manager I Fintech startup

Collections Manager | JD

Location: Gurgaon (WFO)

Reporting To: Senior Leadership

Position Overview:

India’s 1st Debt Relief Platform is seeking a performance-driven and experienced Collections Manager to lead and optimize collections efforts across its customer base. The ideal candidate will have deep experience in managing collections processes, leading teams, and working across functions to improve recovery rates and reduce delinquencies.

Key Responsibilities:

Collections Strategy & Execution:

• Design and implement effective collection strategies to maximize recoveries across unsecured debt portfolios.

• Segment customers based on risk and behavior to tailor outreach methods.

Team Leadership:

• Manage and mentor a team of collection agents and outsourced partners, ensuring adherence to process, tone, and recovery targets.

• Build scalable SOPs and training modules for in-house and external teams.

Recovery Optimization:

• Monitor daily collections performance, set targets, and drive process improvements to reduce delinquency rates.

• Implement tech-enabled interventions such as automated reminders, IVR, and WhatsApp bots for scale and personalization.

Stakeholder Collaboration:

• Coordinate with legal, compliance, tech, and operations teams to ensure proper escalation protocols, dispute resolution, and system integrations.

Customer Engagement:

• Ensure collections communication remains empathetic, compliant, and aligned with the brand’s mission of debt relief—not intimidation.

Reporting & Insights:

• Track key KPIs including recovery rate, resolution time, and NPA trends; share data-driven insights with senior management for strategic decisions.

Regulatory Compliance:

• Ensure all collections practices meet regulatory guidelines and internal policy standards.

Qualifications:

• Bachelor’s degree in Business, Finance, or related field; MBA preferred.

• 3–5 years of relevant experience in collections, recovery, or credit operations (preferably in fintech or financial services).

• Experience working with B2C unsecured loan portfolios is a strong advantage.

• Proven leadership capabilities and ability to manage both internal teams and external agencies.

• Strong communication, negotiation, and problem-solving skills.

• Analytical and process-oriented mindset; comfortable working in fast-paced, evolving environments.

Industries:Human Resources, Management Consulting, Staffing & Recruiting