VP - Collections

Role & responsibilities:

Key highlights of the role are listed below (purely indicative and not limiting):

• Define and drive the overall collections strategy across the organization, ensuring alignment with business goals and risk appetite.
• Provide strategic leadership to maximize recoveries, minimize delinquency, and improve portfolio quality.
• Ensure end-to-end ownership of the collections portfolio across all delinquency buckets (pre-NPA, NPA, write-offs).
• Establish governance frameworks to ensure adherence to company policies, regulatory guidelines, and legal requirements.
• Drive continuous improvement and transformation of collections processes to enhance efficiency and optimize cost structures.
• Set and monitor enterprise-level KPIs to ensure achievement of collections targets and portfolio health.
• Leverage advanced analytics and data-driven insights to identify trends, risks, and opportunities across the portfolio.
• Design and implement innovative, technology-led collection strategies including automation and digital interventions.
• Oversee agency ecosystem, including performance management, audits, and strategic partnerships to drive optimal recoveries.
• Strengthen customer-centric collections practices, ensuring adherence to fair practices and minimizing complaints/disputes.
• Leverage digital collections to bring down the overall cost of collections, while maintaining efficiency and effectiveness metrics.
• Lead cost optimization initiatives and deliver best-in-class cost-to-collect ratios.
• Build and institutionalize robust MIS and reporting frameworks for real-time tracking of performance, delinquency, and compliance metrics.
• Provide strategic inputs and regular updates to senior leadership and board-level stakeholders on portfolio performance.
• Ensure strict compliance with RBI guidelines, customer protection laws, and industry best practices.
• Collaborate with Risk, Credit, Operations, Finance, Legal, and Customer Service teams to strengthen overall collections effectiveness.
• Drive vendor strategy including agencies, legal partners, and skip tracing vendors to enhance recovery outcomes.
• Lead, mentor, and build a high-performing collections organization with strong focus on capability building and succession planning.

Applicants should possess the following attributes:

• Strong understanding of RBI regulations and compliance frameworks related to collections and recovery.
• Proven leadership experience in managing large-scale collections portfolios across products and geographies.
• Expertise in both digital and field collections, including agency and call centre operations.
• Strong analytical and strategic thinking capability with a data-driven approach to decision-making.
• Excellent stakeholder management, influencing, and negotiation skills at senior leadership levels.
• High level of tech orientation with exposure to automation, analytics, and digital collection platforms.
• Ability to drive transformation, change management, and build scalable collections infrastructure.