Pine Labs - Senior Manager - Accounts Receivable Collections

Job Title : Senior Manager - AR Collections
Department Finance / Revenue Operations - Accounts Receivable
Reports To Head of AR Collections
Team Size 10 FTEs + Contact Centre agents + AI Bot operations+ Vendor management
Location Noida - Uttar Pradesh India (Hybrid)
Employment Type Full-Time | Permanent
Grade / Band Senior Manager (SM)
Key Domains Retail Collections - Key Accounts - B2B - DPD Buckets - AI-BOT Calling - Audit Compliance
Role Overview:
We are looking for a high-calibre Senior Manager to anchor our Accounts Receivable Collections function across all portfolio segments. The incumbent will own end-to-end collection operations - from first-touch outreach through final resolution - spanning Retail, Key Accounts, and SME/B2B books across all DPD (Days Past Due) buckets.
This is a dual mandate role: maintain BAU (Business-as-Usual) excellence while spearheading next-generation capabilities including AI BOT calling, intelligent contact-centre operations, and analytics-driven portfolio management. The Senior Manager will be the single point of accountability for collection efficiency, revenue protection, and audit readiness across all AR books.
Key Responsibilities:
1. BAU Collections Management
- Own daily, weekly, and monthly collections targets across all AR portfolios - Retail, Key Accounts, and B2B/SME segments.
- allocation - outreach - promise-to-pay - recovery - write-off governance.Manage end-to-end collections lifecycle:
- Drive bucket-level strategies across X (current), 1-30, 31-60, 61-90, 90+ DPD categories with differentiated playbooks.
- Monitor and govern daily collection dashboards; enforce SLAs and escalation matrices.
- Coordinate with sales, finance, and product teams on billing disputes, reconciliation, and credit note processing.
2. Portfolio Management - Multi-Segment
- Develop and execute customised collection strategies for each portfolio:

- Retail: High-volume, low-ticket - optimise automation and self-cure rates.
- Key Accounts: Relationship-first, senior escalation, structured settlement plans.
- B2B / SME: Invoice-level tracking, disputes management, legal escalation protocols.
- Segment debtors by risk, behaviour, and capacity to pay; deploy targeted intervention strategies.
- Maintain healthy portfolio hygiene - minimise roll-rate between DPD buckets.
- Oversee revenue recognition, provisioning inputs, and bad-debt management aligned with finance policies
3. AI BOT Calling & Technology-Led Collections
- Lead deployment and optimisation of AI-powered BOT calling campaigns for early-stage and self-cure collections.
- Define BOT call scripts, IVR flows, and escalation logic in collaboration with technology and data science teams.
- Monitor BOT performance - connection rates, PTP (promise-to-pay) conversions, self-cure lift - and iterate continuously.
- Identify use cases for ML-driven propensity models to prioritise human-agent intervention.
- Stay current with emerging collection technologies: conversational AI, speech analytics, WhatsApp-based collections, and NACH/e-mandate automations.
4. Contact Centre Operations
- Oversee inbound and outbound contact-centre operations dedicated to collections - headcount planning, shift scheduling, and capacity management.
- Set and monitor agent-level KPIs: call connect rates, RPC (right-party contact), PTP rates, PTP kept %, and resolution TAT.
- Collaborate with training teams to build collection communication excellence, soft-skills frameworks, and compliance adherence.
- Manage third-party collection agency relationships - onboarding, governance, performance review, and contractual compliance.
- Implement quality monitoring (call audits, speech analytics, mystery calling) to maintain service and compliance standards.
5. Stakeholder & Revenue Management
- Act as the primary liaison between AR Collections and senior stakeholders: CFO, Finance Controller, Business Heads, Legal, and Risk.
- Present monthly/quarterly collections MIS, ageing analysis, and recovery forecasts to leadership.
- Partner with product and CX teams to reduce billing errors, onboarding friction, and root-cause drivers of delinquency.
- Collaborate with the legal team on pre-litigation, SARFAESI (where applicable), and NPA management for stressed accounts.
- Drive revenue protection targets - ensure collected cash is applied accurately and in a timely manner.
6. Audit Readiness & Compliance
- Maintain the AR collections function in a state of continuous audit readiness - internal, statutory, and regulatory.
- Ensure full compliance with RBI guidelines, FAIR practices code, and all applicable fintech/NBFC collection regulations.
- Own SOPs, process notes, and control documentation; drive periodic review and version control.
- Manage audit observations, ensure timely closure of action items, and represent collections in audit reviews.
- Implement robust data privacy and consent management practices for all digital collection channels.
- Conduct periodic self-assessments against IRDAI/RBI/internal policy checklists; proactively close gaps.

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7. Team Leadership & Development
- Lead, mentor, and develop a high-performing collections team - set clear goals, run performance reviews, and build succession pipelines.
- Foster a culture of accountability, data-driven decision-making, and continuous improvement.
- Drive cross-functional collaboration with risk, finance, legal, technology, and product teams.
Key Performance Indicators (KPIs):
- KPI Target Direction
- Collection Efficiency Ratio Maximise - target - assigned benchmark
- Bucket Roll-Rate (X - 30+ DPD) Minimise month-on-month( (0 % conversion)
- AI BOT PTP Conversion Rate Improve quarter-on-quarter
- Right Party Contact (RPC) Rate - industry benchmark
- PTP Kept % Maximise - drive follow-up discipline
- Ageing > 90 DPD as % of AR Book Minimise - within risk appetite
- Recovery Rate on Written-off Book Maximise - per vintage targets
- Audit Observations (Critical/Major) Zero critical; reduce majors QoQ
- Contact Centre Shrinkage & AHT Optimise within defined thresholds
- Team Attrition Rate Below department average
- Cost To Collection Industry benchmark
Qualifications & Experience
Education:
- MBA / PGDM in Finance, Banking, or Operations from a reputed institution (preferred).
- B.Com / BBA with strong relevant experience also considered.
- Certifications in Credit Management, Debt Recovery, or Contact Centre Operations - added advantage.
Experience - Must Have
- 4+ years of total experience with minimum 5 years in AR Collections / Credit & Recovery in a fintech, NBFC, or bank.
- Proven track record of managing multi-portfolio collections - Retail + Key Accounts simultaneously.
- Hands-on experience managing or overseeing a collections contact centre (inbound + outbound).
- Direct exposure to AI/BOT-led collection campaigns and digital collections channels.
- Strong familiarity with DPD bucket management and recovery strategies across the full delinquency curve.
- Demonstrated audit readiness - handled internal, statutory, or RBI audits independently.
Experience - Good to Have:
- Exposure to legal collections - pre-litigation, SARFAESI, arbitration, or insolvency proceedings.
- Experience with collections CRM/LMS platforms (e.g., Experian Tallyman, Nucleus, Salesforce, or equivalent).
- Working knowledge of speech analytics, propensity scoring, and ML-driven collection decisioning.
- Cross-functional experience in credit underwriting or risk - useful for upstream delinquency prevention.