Job Summary

Lead - Collections Strategy Operations

Years of Experience: 4-6 Years

What You'll Own

- End-to-end portfolio strategy. Segment every client portfolio by DPD bucket, product, ticket size, geography, vintage and payment behaviour, and design differentiated treatment paths across the full lifecycle - pre-due and Bucket X, through Bucket 1-3, to NPA and written-off recovery.
- The channel mix, end to end. Decide which accounts go to voice AI, WhatsApp bot, IVR, SMS and payment links versus human tele-callers and field agents - including contact intensity, timing, language, messaging, and the rules for escalating from bot to human and back.
- Client outcomes. Carry the number. Resolution and recovery rates, roll-forward and roll-back movement, kept-PTP rates and monthly targets, per client. Run the review cadence with bank and NBFC stakeholders and course-correct rapid when a portfolio drifts.
- Cost-to-collect and unit economics. Own cost per resolution, AI-to-human deflection, agent productivity and capacity planning so outcomes land inside the contracted fee percentage - and improve that margin quarter on quarter.
- The product roadmap for collections. Translate strategy into requirements for the voice AI, bot and engineering teams: call flows, objection and intent handling, disposition taxonomy, allocation and dialer logic, data feeds. Run structured champion-challenger and A/B tests, and feed results back into both the tech and the human playbook.
- Implementation and governance. Configure allocation and workflows in the collections system, run the daily operating rhythm with tele and field teams, and keep every channel - AI included - compliant with RBI Fair Practices Code, recovery agent guidelines, DPDP and client audit requirements.
- Team building. Hire, train and lead the strategy pod, and set the standard for how portfolio reviews,



experiments and MIS are run across the company.

What Were Looking For

- 4-6 years in collections strategy at a tech-first or digital-first collections agency, fintech, NBFC or bank - with hands-on ownership of multiple portfolios, not a single product line.
- You have personally built segmentation and treatment strategies across the delinquency curve, and can talk fluently about roll rates, flow rates, resolution curves and cost-to-collect economics.- Strong data orientation. SQL and advanced Excel are non-negotiable; comfort with propensity models and scorecard-driven allocation is a big plus.
- Practical experience with dialers, collections CRMs, WhatsApp BSPs and voice AI or bot platforms - and the ability to write clear requirements for a product and engineering team.
- Client-facing maturity to run bank and NBFC reviews, MIS discussions and audits independently.
- Working knowledge of RBI collections and recovery agent guidelines, with instincts for keeping automated channels compliant.
- An operators temperament: you design the strategy, then sit with the floor until it works. Comfortable with ambiguity, allergic to hand-offs.

What Success Looks Like in Year One

- A documented, data-backed treatment strategy live across every portfolio we handle, replacing intuition with segmentation.
- Measurable lift in resolution rates and a measurable drop in cost-to-collect, portfolio by portfolio.
- A meaningfully higher share of resolutions closed by AI and digital channels without human intervention.
- A functioning experimentation cadence - champion-challenger running continuously, with learnings shipping into the product.
- A strategy pod hired and running, with you leading it.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Lead - Collections Strategy & Operations (Ahmedabad)
🏢 Ignosi Systems
📍 Ahmedabad