Collections – Program Manager
Location: Bengaluru / Shilpitha Tech Park, Bellandur | Work from office |
Experience: 3 –7 years |
Industry: Fintech — Lending/Collections (Mandatory)

About Super.Money and the Role
Super.Money has rapidly become a top-five UPI app by focusing on speed, simplicity, and a rewarding user experience. Launched in mid-2024 and backed by Flipkart, the platform achieved 3,000M+ monthly transactions and 10M+ users. We continue to expand into new categories with the integration of credit and commerce to create a robust fintech play.
Our BNPL vertical spans two products: Pay in 3 (embedded on Flipkart, enabling zero-interest split payments) and Split Store (a Super.Money app-native BNPL offering). Collections operations across both products are fully outsourced. This role owns the program layer — the strategy, campaigns, vendor governance, and product enablers that drive collections efficiency across both.

About the Role
As Program Manager – Collections, you will own end-to-end collections efficiency for Super.Money's BNPL vertical. This is not an operations role — all tele-calling, AI voicebot, and digital outreach is managed through outsourced partners. You are the intelligence and program layer: designing what campaigns run, what SOPs vendors follow, what product features get built, and how performance is measured and improved. You will work closely across Collections Ops, Product, Tech, and Risk.

Key Responsibilities
Portfolio & Strategy: Track and analyse DPD buckets, roll rates, and recovery performance across Pay in 3 and Split Store. Segment delinquency pools to prioritise channel effort and design OTS/restructuring playbooks.
Campaign Management: Design contact cadence, channel mix (AI voicebot, WhatsApp, SMS, tele-caller), and messaging for each DPD bucket. Run experiments, translate results into vendor briefs, and own the IVR-to-AI bot migration roadmap.
Vendor Governance: Run structured performance reviews with outsourced partners; hold them accountable to resolution rate, RPC, PTP-kept, and cost-to-recovery targets. Author and enforce SOPs covering calling compliance, DND rules, and RBI fair practices.
Product Liaison: Translate portfolio gaps into scoped product asks — nudge flows, autopay retry logic, in-app repayment prompts. Own collections items on the Product roadmap from brief through post-launch tracking.
SOP & Compliance: Maintain the collections SOP library and ensure all vendor activity is compliant with RBI digital lending guidelines and TRAI DND regulations.
Key Metrics
This role will be measured on portfolio health (DPD bucket distribution, roll rates, resolution rate by cohort vintage), recovery outcomes (recovery rate, cost-to-recovery ratio, OTS conversion), campaign effectiveness (Right Party Contact rate, Promise-to-Pay rate, PTP-kept rate, and compliance hygiene (complaint rate from collections touchpoints, vendor SLA adherence).

Must Have
4–8 years of experience with at least 3 years in Collections Operations, Collections Strategy,



or a Program role within a Lending or BNPL business in India.
Hands-on experience designing or improving collections campaigns — not just reporting, but changing what vendors do and measuring outcomes.
Strong analytical capability: able to compute and interpret roll rates, resolution rates (with vintage correction), RPC rates, and cost-to-recovery from raw data.
Experience working with outsourced collections agencies or dialler/voicebot platforms (Credgenics, DialNext, Swara, Ameyo, or equivalent), including SOP design and vendor review.
Proven ability to influence Product and Engineering teams without direct authority; able to size impact, prioritise, and see features through to delivery.
Working knowledge of RBI fair practices guidelines for NBFC collections and TRAI DND regulations.

Valuable to Have
Direct experience with AI voicebot or IVR-to-bot migration in a collections context — intent flow design, escalation logic, or bot performance evaluation.
Exposure to NBFC-specific collections levers: CIBIL reporting workflows, structured OTS frameworks, or legal notice-to-settlement pipelines.
Experience with collections analytics platforms (DPDzero, Perfios Collections, or similar) or BI tools (Metabase, Looker, Superset) for self-serve dashboards.
Familiarity with BNPL-specific portfolio dynamics — short-tenor repayments, e-commerce-linked cohorts, and behavioural differences across acquisition channels.
Project management certification (Agile, PMP, Prince2) or structured problem-solving training (Six Sigma Green Belt or equivalent).

Why Work with Us?
Direct ownership of collections outcomes— your campaigns and SOPs will move real portfolio numbers.
High-visibility role with direct exposure to leadership and credit/risk decision-making — no bureaucratic layers between your analysis and action.
Work at the intersection of Collections Strategy, Product, and AI — including building the playbook for how voicebots replace IVR at scale.

Appendix: Full Job Description
This appendix is intended for internal use — hiring team briefings, panel alignment, and structured interview design. The two-pager above is the candidate-facing version.

Detailed Responsibilities
Portfolio Strategy & Management
Portfolio strategy: Own weekly DPD bucket distribution, roll rate trends, and recovery performance across Pay in 3 and Split Store. Segment portfolio by risk tier and repayment behaviour to prioritise channel and effort allocation.
Vintage & cohort analysis: Build cohort-level views to separate structural portfolio trends from reporting noise (e.g., resolution rate lead-lag issues in vendor-reported data).




OTS / restructuring playbook: Define eligibility criteria, discount bands, and approval workflows for one-time settlements in coordination with Risk and Finance.
Campaign Design & Optimisation
Campaign design: Own contact cadence, channel mix (AI voicebot, WhatsApp, SMS, tele-caller), timing windows, and messaging tone for each delinquency bucket. Run A/B experiments and convert results into updated vendor briefs.
IVR → AI bot transition: Own the roadmap for transitioning from IVR to AI voicebot: define intent coverage, escalation triggers, containment benchmarks, and fallback paths to human agents.
Vendor Management & Governance
Vendor performance: Run weekly reviews with outsourced partners; hold them to resolution rate, RPC, PTP-kept, cost-to-recovery, and SLA targets. Govern SOP compliance on calling caps, DND rules, and RBI fair practices.
Vendor lifecycle: Own onboarding, data access controls, system permissions, and billing reconciliation for all collections partners.
Product & Tech Liaison
Product liaison: Translate portfolio and campaign gaps into scoped, impact-sized product requests — e.g., pre-due-date nudge flows, in-app repayment prompts, autopay retry logic. Own UAT and post-launch tracking.
Collections tech enablers: Define API handshakes, intent taxonomies, and real-time data feeds required for AI bot integration, working with voicebot vendor and internal Tech.
SOP Design & Compliance
SOP & compliance: Author and maintain the collections SOP library — campaign runbooks, escalation matrices, dispute-handling processes. Ensure full compliance with RBI digital lending guidelines and TRAI DND regulations.
Complaint monitoring: Design and track a complaint framework specifically for collections touchpoints; maintain complaint rate below threshold and action root causes.

Key Metrics — Detailed Reference
Portfolio health: M0–M3 DPD bucket distribution; roll rate (bucket-to-bucket movement); resolution rate by cohort vintage (adjusted for lead-lag).
Recovery & vendor: Recovery rate (% of assigned pool); cost-to-recovery ratio; vendor SLA adherence.
Campaign: Right Party Contact (RPC) rate; Promise-to-Pay (PTP) rate; PTP-kept rate; bot deflection rate (IVR → AI voicebot).
Customer & compliance: Settlement / OTS conversion rate; complaint rate from collections touchpoints.

Interview Panel Guidance
Suggested interview structure for a 4-round process:
Round 1 — Hiring Manager (60 min): Role fit, career trajectory, collections context in Indian BNPL/lending.
Round 2 — Analytics/Case - Soumil (60 min): Give candidate a mock DPD dataset or campaign performance cut; evaluate analytical thinking, metric interpretation, and recommendation quality.
Round 3 — Product & Cross-functional - Gopal/ Himanshu (60 min): How do they scope a product ask? How do they manage upward and sideways without authority?
Round 4 — Premanshu (30 min): Strategic orientation, ownership mindset, and cultural fit.

📌 Collections Manager (Bengaluru)
🏢 Super Money
📍 Bengaluru