Role & responsibilities

1. Strategy & Collection Infrastructure Setup

- Design, implement, and own the end-to-end collections lifecyclefrom pre-due reminders (Bucket 0) to early-stage resolution and late-stage write-offs/recoveries.
- Define and optimize segment-specific recovery strategies tailored for short-tenure, high-velocity digital lending products.
- Integrate and leverage digital collection tools (automated WhatsApp/SMS bots, IVRs, AI diallers, payment gateways, and digital settlement links) to maximize automated collections.

2. Team Leadership & Operations

- Hire, mentor, and scale an in-house collections team and manage external agency networks (tele-calling and field recovery, if applicable).
- Set performance targets, SLAs, daily call quality audits, and incentive structures for tele-callers and agency partners.

3. Compliance & Regulatory Standards

- Ensure 100% adherence to all RBI guidelines regarding digital lending, fair practices codes, recovery agent conduct, and customer data privacy.
- Establish robust audit frameworks, call-recording reviews,



and grievance redressal workflows to eliminate harsh recovery tactics and regulatory exposure.
- Serve as the primary point of contact for internal audits and compliance reviews related to collections.

Required Qualifications & Skills

- Experience: 8 to 12 years of hands-on experience in retail credit collections, with a heavy emphasis on digital lending, fintechs, or retail NBFCs.
- Domain Expertise: Deep understanding of short-tenure, unsecured personal/payday loan collection dynamics and digital recovery channels.
- Leadership: Proven track record of managing internal teams as well as third-party agency networks.
- Regulatory Knowledge: Strong working knowledge of RBI guidelines on digital lending, outsourcing practices, and recovery mechanisms.
- Mindset: An entrepreneurial, hands-on operator who can build systems from scratch and thrives in a fast-paced workplace

📌 Head-Collection & Recovery (Gurugram)
🏢 Finagle Financial Services
📍 Gurugram