Head of Collections

Head Of Collections - Airtel Money NBFC

Key Responsibilities:

1. Strategy & Framework Design

Develop and implement the end-to-end collections strategy for all products and customer segments (PL, SME, etc.).

Establish early, mid, and late-stage bucket strategies — digital, call center, and field-based recovery.

Design policies, SOPs, and control frameworks in alignment with regulatory and RBI guidelines.\

Create KPIs and dashboards for collection performance tracking, portfolio trends, and recovery efficiencies.

2. Operations Setup & Execution

Build and lead an in-house collections team (tele-calling, field operations, skip tracing) and manage outsourced agency partners.

Implement digital tools for automation — dialers, collection CRM, digital reminders, payment links, and NACH/UPI-based auto-recovery mechanisms.

Ensure efficient allocation, follow-up, and reconciliation of delinquent accounts.

Collaborate with tech and product teams to co-design the collections module within the Loan Management System (LMS).

3. Partner & Vendor Management

Empanel and manage collection agencies, legal partners, repossession agents, and field force vendors.

Establish clear performance metrics, SLAs, and incentive mechanisms for agencies.

Ensure vendor compliance with company standards and fair practices code.

4. Risk, Compliance & Customer Sensitivity

Ensure collections practices comply with RBI Fair Practices Code, DPD frameworks, and DLG guidelines.

Drive ethical and customer-centric collection approaches, focusing on dignity and transparency.\

Collaborate with the Chief Risk Officer (CRO) to design loss forecasting, recovery rate modeling, and write-off policies.

5. Analytics & Portfolio Monitoring

Leverage data and analytics to identify early warning signals (EWS), segmentation strategies, and behavioral scoring.

Develop predictive collection models in collaboration with data science and credit teams.

Generate MIS and dashboards for management and board-level reviews.

Key Requirements:

Experience

8-16 years of experience in collections / recovery management in NBFCs, banks, or fintechs.

Proven experience in setting up or scaling collections operations from inception or early stage.

Exposure across both secured and unsecured portfolios (preferably PL, consumer loans, or SME).

Strong understanding of collections technology tools, digital engagement platforms, and agency networks.

Skills

Deep knowledge of collections processes, legal frameworks (SARFAESI, arbitration, etc.), and regulatory guidelines.

Strong analytical mindset with ability to interpret portfolio data and drive actionable insights.

Experience in managing large field teams and outsourced agencies.

Excellent leadership, communication, and negotiation skills.

Hands-on, execution-oriented leader who can scale operations rapidly in a startup-like NBFC environment.

Education

Graduate / Postgraduate in Business, Finance, or related fields.

MBA preferred.