Digital Transformation Manager

Position: Transformation & Digital Manager – Collections Operations

Location: Hyderabad (On-site)

Experience: 5–12 years

Must Have Skills: Business Process Mapping & Transformation, Digitalization & Automation Projects, Collections Operations Transformation, Salesforce / CRM Systems, RPA & Workflow Automation, BI & Data Analytics, Stakeholder Management

The Transformation & Digital Manager – Collections Operations will lead process transformation, automation, and digital adoption within the collections function for a real estate business in Dubai. The role focuses on improving operational efficiency, transparency, and customer experience by implementing digital solutions aligned with regulatory requirements and financial objectives.

Key Responsibilities

Collections Transformation

• Develop and implement a digital roadmap to modernize collections processes
• Automate repetitive tasks such as payment reminders, dunning notices, and payment links
• Re-engineer workflows to reduce turnaround time for dispute resolution and payment allocation

Digital Enablement

• Deploy self-service digital solutions such as customer portals, apps, and payment gateways
• Implement RPA for reconciliation, reporting, and account statement generation
• Drive adoption of digital communication tools (WhatsApp Business, automated emails, chatbots)
• Integrate analytics and AI tools to identify delinquency risks and optimize collection strategies

Data & Analytics

• Build BI dashboards to track collections KPIs (aging, DSO, recovery %, waiver trends)
• Use predictive analytics to identify at-risk accounts and recommend proactive engagement
• Provide real-time visibility into collections performance for leadership teams

Change & Stakeholder Management

• Partner with finance, sales, and customer care teams for end-to-end collections alignment
• Train collections teams on digital platforms and automation tools
• Drive adoption of digital-first practices among employees and customers

Key Performance Metrics

• Increase in digital payment adoption rates
• Reduction in overdue receivables and collection cycle time
• Higher percentage of automated collection processes
• Improved customer satisfaction in collections interactions
• Accuracy and timeliness of collections reporting

What You Should Bring

• Bachelor’s degree in business, Finance, IT, or related field (Master’s preferred)
• 5–10 years of experience in collections, credit control, or receivables transformation
• Experience with CRM/ERP systems, collections platforms, and digital payment solutions
• Exposure to RPA, AI, and analytics-driven collections processes
• PMP, Lean Six Sigma, or Change Management certification preferred