Head of Collections FinAGG Services (LSP) and QCF Capital (NBFC) — Group Collections & Recovery

Reports to. Head of Risk

Location. Noida (NCR); pan-India travel to field locations, lender partners and agencies

Portfolio. -Approx. ₹1,500 Cr of MSME credit across multiple lender partners (LSP / co-lending) and QCF Capital's own book, across all product lines

Team

Field collections, in-house tele-collections, digital / voice-bot collections, third-party agency network, legal recovery

Employment

Full time, permanent

About FinAGG and QCF CapitalFinAGG Technologies is a Noida-based MSME fintech group. Through FameScore Private Limited (RBI-authorised TSP / Specified User and GST Suvidha Provider), FinAGG Services (Lending Service Provider under RBI's Digital Lending Guidelines) and QCF Capital (NBFC-ND), the group originates, underwrites, monitors and collects GST- and cash-flow-based credit for MSMEs across India.

The book spans supply chain finance (anchor-backed purchase finance, non-MOU purchase finance and sales-invoice finance), GST-based working capital and overdraft lines, term loans and co-lending, sourced through anchor corporates, platforms and direct channels.

Purpose of the roleThe Head of Collections owns end-to-end collections and recovery for the group — a portfolio of roughly ₹1,500 Cr across lender partners and QCF Capital's own book, across every product line. The role is accountable for keeping the book current, protecting FLDG and credit cost, recovering delinquent and written-off exposures, and building a collections engine (people, process, partners, technology and data) that scales with the business while staying fully compliant with RBI's conduct and outsourcing norms.

About FinAGG and QCF CapitalFinAGG Technologies is a Noida-based MSME fintech group. Through FameScore Private Limited (RBI-authorised TSP / Specified User and GST Suvidha Provider), FinAGG Services (Lending Service Provider under RBI's Digital Lending Guidelines) and QCF Capital (NBFC-ND), the group originates, underwrites, monitors and collects GST- and cash-flow-based credit for MSMEs across India.

The book spans supply chain finance (anchor-backed purchase finance, non-MOU purchase finance and sales-invoice finance), GST-based working capital and overdraft lines, term loans and co-lending, sourced through anchor corporates, platforms and direct channels. Credit is extended by a number of bank and NBFC partners under LSP, FLDG and co-lending arrangements, alongside QCF Capital's own on-book lending. Collections performance therefore drives the group's credit cost, its FLDG exposure and its standing with every lender partner.

responsibilities1. Portfolio ownership and delinquency management• Own collections outcomes for the full ₹1,500 Cr book — every lender partner, every product line, and QCF's own book — with clear accountability for bucket-wise resolution, roll-forward / roll-back, NPA containment and write-off recovery.

- Run a bucket-wise operating rhythm (pre-due, 1–30, 31–60, 61–90, 90+ and NPA) with daily allocation, follow-up discipline and weekly reviews down to case level for high-value accounts.
- Build product-specific playbooks — anchor-backed purchase finance (working through anchor and dealer relationships), non-MOU purchase finance, sales-invoice finance (buyer-side coordination), GST OD / working capital lines, term loans and co-lending — recognising that the borrower is the obligor of record in each and repayment routes differ.
- Manage FLDG exposure actively: track FLDG utilisation and recovery per lender programme, and prioritise resolution where the group carries first loss.
- Own the recovery strategy for NPA and written-off accounts, including settlement (OTS) frameworks, approval matrices and recovery-versus-cost economics.
- Collections strategy and customer communication• Define the group's customer communication framework across the lifecycle — pre-due reminders, soft dunning, hard dunning, legal notices — including tone,



channel mix (SMS, WhatsApp, email, IVR / voice bot, human call, field visit), timing, escalation ladders and language coverage.
- Design segment- and risk-based treatment strategies (by product, ticket size, anchor, vintage, health score) rather than a single waterfall, and refine them continuously from resolution data.
- Ensure every touchpoint complies with RBI's Fair Practices Code, the Digital Lending Guidelines, recovery-agent conduct norms (calling hours, no harassment, disclosure of identity and authorisation), data privacy requirements and lender partners' own codes of conduct.
- Own customer grievance handling for collections-related complaints and drive root-cause fixes.
- Field collections team• Build, lead and scale the field collections organisation — regional / area collection managers and field officers — sized to portfolio geography and bucket load, with clear territories, case allocation and productivity norms.
- Set targets, incentive structures and performance management for the field team; drive daily visit discipline, receipting hygiene and cash / digital collection controls.
- Establish field SOPs — visit protocols, documentation, PTP capture, security and safety, escalation to legal — and audit adherence.
- Coordinate field action with anchor corporates and their sales teams where dealer / distributor relationships aid resolution, without compromising borrower-of-record accountability.
- In-house tele-collections• Set up and run the internal calling team (soft-bucket and pre-due calling, PTP follow-up, high-value account handling), including dialler / CRM workflows, scripts, quality monitoring and call-recording controls.
- Define call-quality standards and a QA programme; ensure calling hours, disclosures and consent norms are met on every call.
- Decide the split between in-house calling, voice bot and agency calling by bucket and segment, and re-balance as data shows what works.
- Voice bot and digital collections• Own the AI voice-bot collections channel end to end — use-case design by bucket, conversation flows and scripts (multi-lingual), hand-off rules to human callers, compliance guardrails and vendor management.
- Drive digital repayment adoption (UPI, e-NACH, payment links) and reduce collection cost per rupee while managing operational issues such as payment holds and reconciliation.
- Third-party collection agencies• Build and manage a pan-India network of empanelled collection agencies (field and calling) with clear allocation logic by geography, bucket and ticket size.
- Own agency lifecycle: due diligence and empanelment, agreements, commission structures, training and certification of agents, performance reviews, audits and de-empanelment.
- Ensure full compliance with RBI's outsourcing directions and recovery-agent norms — agent training / certification, code of conduct, complaint handling, and lender-partner approval requirements where agencies act on partner books.
- Legal recovery• Own the legal recovery function — demand notices, NI Act Section 138 proceedings, arbitration / civil recovery, SARFAESI where applicable, insolvency and enforcement of security and guarantees — in coordination with in-house counsel and empanelled law firms.
- Define when accounts move to legal, manage the law-firm panel and its costs, and track case status, timelines and recovery through to closure.
- Handle skip-tracing and absconding-borrower protocols, police / cyber-cell interactions (including repayment holds arising from cyber complaints) and settlement negotiations within approved authority.




- Lender partner and stakeholder management• Be the single point of accountability for collections to every lender partner — reporting, portfolio reviews, audits, agency approvals, FLDG invocation and recovery, and joint action on stressed accounts under co-lending arrangements.
- Present collections performance, risks and plans to the Head of Risk, the Risk Management Committee and the Boards of the relevant entities; support rating agencies, statutory / internal auditors and debt providers with collections data and process walk-throughs.
- Partner closely with Credit / Underwriting (feedback loop on sourcing and policy), Operations (allocation, receipting, reconciliation), Finance (provisioning, write-offs, FLDG accounting), Compliance and Anchor / Sales teams.
- Data, MIS and early warning• Build the collections MIS — daily / weekly / monthly dashboards on bucket movement, resolution, roll rates, PTP kept ratios, channel effectiveness, agency and officer productivity, cost of collections and recovery on NPA / write-offs.
- Use the group's borrower-health monitoring (GST, bureau, repayment and collections signals) to act early on deteriorating accounts and to feed collections feedback back into credit policy.
- Maintain accurate DPD, IRAC classification inputs, restructuring and settlement records to regulatory and lender standards.
- Governance, policy and team• Author and maintain the Collections & Recovery Policy, Agency Management Policy, Settlement / OTS framework, Write-off recommendations and related SOPs for FinAGG Services and QCF Capital, aligned to RBI directions and lender agreements.
- Hire, develop and retain the collections leadership bench; set the culture of the function in line with the group's HAT values — Honesty, Accountability, Transparency — with zero tolerance for misconduct.
- Own the collections budget — headcount, agency commissions, legal costs, technology — and optimise cost of collections against recovery.

Key performance indicatorsArea

Measure

Portfolio quality

Bucket-wise resolution rates; forward roll rates (0→30, 30→60, 60→90); 30+ / 90+ DPD as % of AUM; Gross / Net NPA on QCF book

Recovery

Recovery on NPA and written-off pools; FLDG recovery per lender programme; legal-case closure and recovery rates

Cost

Cost of collections as % of collections / AUM; agency and legal spend versus recovery; digital / bot share of resolution

Channel effectiveness

PTP kept ratio; contactability; field visit productivity; voice-bot resolution and hand-off rates

Compliance

Zero regulatory breaches; customer complaint volumes and TATs; agency audit outcomes; lender-partner audit findings

Stakeholders

Lender-partner satisfaction on reporting and reviews; timeliness and accuracy of MIS to Risk, RMC and Board

Team

Hiring against plan, attrition in field and calling teams, capability build (certification of agents and officers)

Candidate profileExperience• 12–18 years in collections and recovery at a bank, NBFC or fintech lender, with at least 5 years leading a large, multi-city collections function.

- Has personally owned a portfolio of ₹1,000 Cr or more, ideally across secured and unsecured business / MSME lending; strong exposure to supply chain finance, dealer / distributor finance, working-capital lines and small-ticket unsecured business loans.
- Has run all four channels together — field, in-house calling, agencies and legal — and built at least one of them from scratch.
- Experience working across multiple lender partners under LSP, DSA, co-lending or FLDG structures is a strong advantage; NBFC on-book experience is essential.
- Hands-on with collections technology — collections modules / LMS, dialler and CRM, field apps, digital payments — and with deploying or scaling voice-bot / AI-led collections.
- Working knowledge of RBI's Fair Practices Code, Digital Lending Guidelines, outsourcing and recovery-agent directions, IRAC / NPA norms, and of NI Act, SARFAESI and arbitration processes.

📌 Collection Head (Noida)
🏢 FINAGG Technologies Private
📍 Noida