The mandate begins with one customer journey

The Board seeks an independent director who can start with a customer's need and follow the entire chain of governance: acquisition, consent, underwriting, pricing, documentation, disbursement, servicing, collection, complaint and closure. At each stage, commercial, credit, operational, technology and conduct risks interact. The appointee will help the Board see that full journey rather than receive separate functional assurances.

Customer and credit

Growth will be challenged through cohort evidence. Approval rates, ticket size and disbursement are insufficient without early delinquency, prepayment, collection roll rates, complaints, vulnerability and repeat usage. The director should ask whether exclusions or friction fall unevenly on customers with limited formal documentation, irregular income or low digital confidence.
Credit models and policy rules require governance over data lineage, validation, overrides, drift, explainability and adverse outcomes.



Human judgement should be retained where the consequence is material and the model is uncertain. Rapid growth must not conceal deterioration through the changing age of the portfolio.

Funding and resilience

The Risk Committee will examine asset-liability mismatches, concentration, refinancing, covenant headroom, liquidity stress and contingency actions. A plan is credible only if counterparties, collateral, governance and execution time are understood. Technology and vendor continuity should be tested against the customer services and payment processes that cannot stop.

Audit and stakeholder oversight

Expected-loss estimates, overlays, income recognition, assignment or securitisation, related parties, fraud and outsourced controls belong on the Audit agenda. The director will insist on back-testing and root-cause closure. On Stakeholders, grievance and investor data should be used as operating evidence: repeat errors, misunderstood disclosures and delayed remedy

📌 Independent Director (Mumbai)
🏢 Gladwin International
📍 Mumbai