Website MobiKwik
Key Responsibilities:
Strategy and policy:
– Define and own the collection strategy and policy for every product, bucket (pre-due, 1 – 30, 31 – 60, 61 – 90, 90+ DPD) and customer segment.
– Design treatment paths by risk segment: who gets a digital nudge, a call, a field visit, a restructure offer or legal action, and when.
– Set settlement, waiver and restructuring frameworks with clear delegation of authority and loss limits.
– Work with Credit and Product to feed collection learnings back into underwriting, limits, pricing, and repayment design.
Analytics and decisioning:
– Build and maintain collection scorecards, propensity-to-pay and roll-rate models with the data science team.
– Run champion – challenger tests on channels, scripts, timing and offers; scale what lifts cure rates.
– Set up early-warning signals from bureau, bank-statement, and app-behavior data to act before a customer misses a payment.
– Forecast collections, roll rates, and credit losses for the business plan and monthly reviews.
Digital and channel operations:
– Own the digital-first stack: SMS, WhatsApp, IVR, email, push, payment links, UPI Autopay and e-NACH re-presentation.
– Drive adoption of AI voice bots, conversational agents, and dialer optimization to cut cost per rupee collected.
– Oversee in-house tele-calling and field teams, plus onboarding, allocation, pay-outs, and audits of external collection agencies.
– Manage capacity planning, allocation logic and productivity standards across channels.
Compliance and customer conduct:
– Keep all collection activity compliant with RBI digital lending rules, the Fair Practices Code, and recovery-agent guidelines (calling hours, no harassment, disclosure of agent details to borrowers).
– Enforce agent training and certification, call recording and quality audits, and a zero-tolerance policy on abusive practices.
– Ensure accurate and timely credit bureau reporting and correct handling of disputes and grievances.
– Coordinate with partner banks and NBFCs on co-lending and default-loss-guarantee portfolios, including their reporting needs.
Legal and late-stage recovery:
– Run the legal recovery strategy: notices, arbitration, conciliation, Lok Adalat and Section 138 cases where applicable.
– Own write-off, post-write-off recovery, and portfolio-sale decisions with Finance.
Leadership:
– Build and lead a high-performing team across strategy, analytics, and operations; hire, coach and set goals.
– Present portfolio health and collection performance to the leadership team, board risk committee and lending partners.
Qualifications and experience:
– 12 – 15 years in retail lending, with at least 5 years leading collection strategy or operations at a fintech, NBFC or bank.
– Hands-on experience with high-volume, small-ticket unsecured portfolios (personal loans, BNPL, credit cards or consumer durables).
– Proven record of reducing roll rates and credit losses through segmented, data-led strategies.
– Experience running agency networks and in-house tele and field teams at scale.
– Strong working knowledge of RBI regulations on digital lending, fair practices, and recovery agents.
– Graduate degree; MBA, CA or a postgraduate degree in statistics, economics or engineering preferred.
To apply for this job please visit www.iimjobs.com.
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