Key Responsibilities

1. Collections Strategy & Portfolio Management

- Develop and implement comprehensive collections strategies aligned with company goals and RBI regulatory requirements.
- Analyse portfolio performance, bucket-wise delinquency trends, and market conditions to identify opportunities for improving collections efficiency.
- Collaborate with senior management to set achievable recovery targets and build data-driven action plans.
- Define segmentation-based strategies for different borrower profiles - MSMEs, merchants, digital-first customers across DPD buckets (0-30, 31-60, 61-90, 90+).

2. Team Leadership & Performance Management

- Lead, mentor, and coach a team of collection executives and field agents to optimise individual and team performance.
- Conduct regular performance evaluations, provide structured feedback, and identify training needs - including mandatory Fair Practices training.
- Foster a culture of accountability, ethical conduct, and continuous improvement within the collections department.
- Ensure all team members are trained on RBI's Code of Conduct for recovery agents before deployment.

3. Operations Management

- Oversee day-to-day collections operations including outbound dialling, digital collection nudges, field visits, payment processing, and account reconciliation.
- Implement robust processes and controls to ensure compliance with regulatory requirements, company policies, and recovery agent guidelines.
- Leverage technology, diallers, and data analytics to streamline workflows, improve RPC rates, and enhance collections outcomes.
- Manage vendor/agency relationships for outsourced collections, ensuring contractual compliance and RBI-prescribed conduct standards.

4. Customer Engagement & Grievance Management

- Proactively engage with borrowers to understand their financial situations, communicate empathetically, and negotiate feasible repayment arrangements.
- Handle escalated customer inquiries and complaints with professionalism, ensuring resolution within timelines prescribed under RBI's Integrated Ombudsman Scheme.
- Maintain and periodically review a documented Customer Grievance Redressal mechanism aligned with RBI Fair Practices Code.
- Ensure all borrower communication is conducted only during permissible hours (8 AM to 7 PM) as per RBI guidelines, without any form of harassment or intimidation.

5. Reporting, Analytics & Risk Controls

- Track and report KPIs including collection efficiency ratio, RPC rate, roll rates, resolution rate, and recovery rate across DPD buckets.




- Prepare regular MIS reports and presentations for senior management, highlighting performance trends and areas for optimisation.
- Conduct root cause analysis of delinquent accounts and implement corrective actions to minimise future losses.
- Ensure maintenance of call recordings and field visit logs for regulatory audit readiness.

Code of Conduct RBI Compliance Expectations As a Senior Collections Manager at a regulated NBFC/Fintech, adherence to the RBI's prescribed Code of Conduct for recovery agents is a non-negotiable condition of employment. The incumbent is expected to:

- Ensure that all recovery agents (internal and outsourced) are duly trained and certified before being deployed for collections, in accordance with RBI's Recovery Agent Guidelines.
- Maintain a list of authorised recovery agents and share it with the company's Compliance and Nodal Officer; ensure the list is updated with every change.
- Ensure agents carry and present a duly authorised identity card at all times during field visits.
- Prohibit any recovery practice that amounts to harassment, intimidation, threats, or use of abusive language whether in person, via call, SMS, email, or any digital channel.
- Ensure all borrower communication occurs only within RBI-prescribed hours (8 AM - 7 PM) unless the borrower explicitly consents otherwise; no exceptions.
- Prohibit contact with any person other than the borrower or their authorised representative for recovery purposes, except for tracing purposes and strictly within legal bounds.
- Ensure borrowers are provided with a clear notice before any recovery action, specifying the amount due, the consequences of non-payment, and the name and contact details of the recovery agent.
- Maintain detailed records of all collection interactions calls, visits, messages for a minimum period as specified by RBI, to facilitate audit and grievance resolution.
- Ensure that all collection-related communications (notices, settlement letters, receipts) are factually accurate, clearly worded, and free from misleading statements.
- Prohibit engagement of any recovery agent who has been found guilty of any offence involving moral turpitude or has been blacklisted by any regulated financial entity.




- Uphold borrower privacy no disclosure of personal financial information to unauthorised third parties, family members, or employers without explicit borrower consent.
- Report any violations of the Code of Conduct by agents or staff immediately to the Compliance Officer and ensure appropriate disciplinary action.
- Cooperate fully with RBI inspections, audits, or inquiries related to collections practices, and ensure timely submission of required data and documents.
- Support the implementation and periodic review of the company's Board-approved Fair Practices Code, ensuring collections policies remain aligned with evolving RBI circulars.

Note: Non-compliance with RBI's Code of Conduct for Recovery Agents may attract regulatory penalties for the organisation and will be treated as a serious disciplinary matter for the incumbent.

What We're Looking For

Experience & Qualifications

- 10 - 15 years of experience in collections management, preferably within fintech, NBFC, or banking (digital lending, MCA, or SME credit preferred).
- Proven track record of leading large collections teams (50+ headcount) and consistently achieving recovery targets in a high-volume environment.
- Graduate/Postgraduate in Business, Finance, or related field; MBA preferred.
- Familiarity with RBI's regulatory framework: Fair Practices Code, FLDG guidelines, Integrated Ombudsman Scheme, and Recovery Agent Certification requirements.

Skills & Competencies

- Deep understanding of collections regulations, compliance requirements, and industry best practices in the Indian lending ecosystem.
- Strong leadership, communication, negotiation, and conflict resolution skills.
- Ability to analyse complex delinquency data, derive actionable insights, and make data-driven decisions.
- Experience with collections technology platforms - diallers, CRMs, LMS integration, and digital nudge tools.
- High integrity with a demonstrated commitment to ethical collections practices and regulatory compliance.
- Ability to manage multiple stakeholders - legal, risk, operations, and technology teams - with clarity and purpose.

Why MobiKwik?

- Be part of India's digital lending story at scale - 40 million pre-approved credit customers.
- Work in a fast-paced, data-first environment with robust cross-functional collaboration.
- Competitive compensation with performance-linked incentives.
- A leadership role with direct impact on portfolio quality and business outcomes.
- Exposure to the full spectrum of fintech collectionsn- digital nudges, field operations, legal, and policy.

📌 VP / Sr. VP - Collections (Gurugram)
🏢 Mobikwik
📍 Gurugram