About DPDzero
DPDzero is an AI-powered collections company enabling financial institutions to run collections on autopilot. Our platform combines digital nudges, AI voice agents, and ethical human interventions to improve borrower experience, maximize recovery, and reduce operational cost.
DPDzero is trusted by leading institutions such as IndusInd Bank, L&T; Finance, Tata Capital, Moneyview, and Paysense, managing collections for 1+ crore borrowers across India.
We are backed by GMO VenturePartners, Blume Ventures, India Quotient, and SMBC Asia Rising Fund.
Role Overview
The Senior Collection Manager – Customer Experience & Allocation is responsible for portfolio allocation, customer experience ownership, and recovery efficiency, working closely with Collections Analytics and Operations.
This is a pure collections leadership role with no upsell, no cross-sell, and no sales targets—focused on ethical recovery, customer trust, and scalable efficiency.
Key Responsibilities
1. Portfolio Allocation & Efficiency
• Own end-to-end portfolio allocation strategy across internal voice, field,
and external agency channels.
• Partner closely with Collections Analytics to design and optimize:
• DPD-based segmentation
• Risk-based allocation
• Capacity and geography mapping
• Drive continuous improvements in allocation efficiency, productivity, and recovery effectiveness.
• Proactively rebalance portfolios to reduce customer fatigue and improve resolution outcomes.
2. Customer Experience (CX) Ownership – SPOC
• Act as the single point of contact (SPOC) for customer experience across all collections touchpoints.
• Own end-to-end customer journeys, ensuring:
• Respectful and transparent interactions
• Reduced repeat contacts
• Timely, fair, and consistent resolution
• Analyze customer complaints, disputes, and escalations to drive root-cause and systemic fixes.
• Convert customer feedback into sustainable process improvements in partnership with Operations and Analytics.
3. Rec
📌 Manager, Collections (India)
🏢 DPDzero
📍 India