KhataBook - Director/Senior Director/Head - Collections Strategy

Role Purpose
To define and drive the enterprise-wide collections strategy for Khatabook's lending business by combining data science, policy design, customer behavior insights and technology enablement to improve cure rates, reduce roll-forward, optimize recovery cost and enhance customer experience.
This role acts as the strategic brain behind collections operations, partnering closely with Product, Credit Risk, Data Science and Operations to continuously improve portfolio performance across all delinquency buckets.
Key Responsibilities
- Own bucket-wise collections strategy across 0-30 / 31-60 / 61-90 / 90+ / legal/write-off pools.
- Design and optimize treatment strategies (digital, call, field, legal, settlement).
- Define segmentation logic based on risk score, behavior, geography and product type.
- Build policies for promise-to-pay, restructuring, settlements and write-off recoveries.
- Partner with Data Science to develop:
- Delinquency prediction models
- Cure probability models
- Roll-rate and loss forecasting
- Contactability & payment propensity models
- Translate model outputs into actionable operational strategies.
- Drive digital-first collections journeys including IVR, WhatsApp, SMS, payment links, UPI AutoPay and mandates.
- Design behavioral nudges, reminder cadence and channel sequencing.
- Improve autopay success rates and reduce bounce-driven delinquency.

- Build a champion-challenger framework to test strategies across segments.
- Run A/B tests on messaging, channel mix, field allocation and settlement offers.
- Measure incremental impact on cure rate, roll-back and recovery efficiency.
- Own strategy dashboards - roll-rates, cure %, flow rates, bounce trends, recovery curves.
- Identify emerging stress pockets and recommend corrective interventions.
- Conduct cohort analysis, vintage performance and early warning insights.
Partner with:
- Credit Risk for underwriting feedback loops
- Product & Tech to implement rules engines and workflows
- Collections Ops to translate strategy into execution
- Finance for provisioning and write-off alignment
- Optimize cost-to-collect vs recovery trade-offs.
- Recommend digital vs field allocation strategies.
- Define agency performance frameworks and incentive logic.
- Ensure strategy design aligns with RBI Fair Practices Code, LSP & DCA guidelines.
- Balance recovery performance with customer protection and brand trust.
Key Metrics Owned
- Roll rates & flow rates
- Cure % and resolution rates
- Digital payment adoption & autopay success
- Recovery yield vs cost-to-collect
- Settlement effectiveness
- Strategy-led lift vs baseline performance
Ideal Candidate Profile
Criteria Expectation:
- Experience 10-15+ years in Collections Strategy
- Domain Fintech / NBFC / Bank unsecured lending
- Strength Data-driven strategy & policy design
- Exposure Delinquency modeling, segmentation, treatment optimization
- Tools SQL / Experimentation frameworks
- Leadership Managed strategy teams & cross-functional influence
What You'll Bring
- Ability to convert data into strategy into measurable recovery impact
- Strong business judgment in balancing risk, cost and customer experience
- Comfort working at the intersection of analytics, product and operations