ant MobiKwik – Head – Collection Strategy MobiKwik

The Corporate Institute; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

The Corporate Institute in India is seeking a senior leader to drive strategy, analytics and operations for retail lending collections. The role requires steering high-volume, unsecured portfolios across various channels, while ensuring compliance with RBI digital lending rules and fair practices.

The candidate will design treatment paths, build risk models, and lead a capable team to optimize recovery outcomes and partner reporting.

Qualifications

• 12–15 years in retail lending with at least 5 years leading collection strategy or operations at a fintech, NBFC or bank.
• Hands-on experience with high-volume, small-ticket unsecured portfolios (personal loans, BNPL, credit cards or consumer durables).
• Proven record of reducing roll rates and credit losses through segmented, data-led strategies.

Responsibilities

• Define and own the collection strategy and policy for every product, bucket and customer segment.
• Design treatment paths by risk segment and determine actions and timing (digital nudge, call, field visit, restructuring or legal action).
• Set settlement, waiver and restructuring frameworks with clear delegation and loss limits.
• Collaborate with Credit and Product to feed learnings back into underwriting, limits, pricing, and repayment design.
• Build and maintain collection scorecards, propensity-to-pay and roll-rate models with data science.
• Run champion–challenger tests on channels, scripts, timing and offers to scale what lifts cure rates.
• Set up early-warning signals from bureau, bank-statement and app-behavior data to act before misses.
• Forecast collections, roll rates, and credit losses for business plan and monthly reviews.
• Oversee digital channels and agents, including AI voice bots, dialer optimization and tele-calling teams.
• Manage capacity planning, allocation logic and productivity standards across channels.
• Run legal recovery strategy: notices, arbitration, Lok Adalat and Section 138 where applicable.
• Own write-off, post-write-off recovery, and portfolio-sale decisions with Finance.
• Present portfolio health and collection performance to leadership, board risk committee and lending partners.

Skills

Leadership

Strategy development

Analytics

Operations management

Financial services knowledge

Education

Graduate degree; MBA/CA or postgraduate in statistics/economics/engineering

Job description

Key Responsibilities:

Strategy and policy:

• – Define and own the collection strategy and policy for every product, bucket (pre-due, 1 – 30, 31 – 60, 61 – 90, 90+ DPD) and customer segment.
• – Design treatment paths by risk segment: who gets a digital nudge, a call, a field visit, a restructure offer or legal action, and when.
• – Set settlement, waiver and restructuring frameworks with clear delegation of authority and loss limits.
• – Work with Credit and Product to feed collection learnings back into underwriting, limits, pricing, and repayment design.

Analytics and decisioning:

• – Build and maintain collection scorecards, propensity-to-pay and roll-rate models with the data science team.
• – Run champion – challenger tests on channels, scripts, timing and offers; scale what lifts cure rates.
• – Set up early-warning signals from bureau, bank-statement, and app-behavior data to act before a customer misses a payment.
• – Forecast collections, roll rates, and credit losses for the business plan and monthly reviews.

Digital and channel operations:

• – Own the digital-first stack: SMS, WhatsApp, IVR, email, push, payment links, UPI Autopay and e-NACH re-presentation.
• – Drive adoption of AI voice bots, conversational agents, and dialer optimization to cut cost per rupee collected.
• – Oversee in-house tele-calling and field teams, plus onboarding, allocation, pay-outs, and audits of external collection agencies.
• – Manage capacity planning, allocation logic and productivity standards across channels.

Compliance and customer conduct:

• – Keep all collection activity compliant with RBI digital lending rules, the Fair Practices Code, and recovery-agent guidelines (calling hours, no harassment, disclosure of agent details to borrowers).
• – Enforce agent training and certification, call recording and quality audits, and a zero-tolerance policy on abusive practices.
• – Ensure accurate and timely credit bureau reporting and correct handling of disputes and grievances.
• – Coordinate with partner banks and NBFCs on co-lending and default-loss-guarantee portfolios, including their reporting needs.

Legal and late-stage recovery:

• – Run the legal recovery strategy: notices, arbitration, conciliation, Lok Adalat and Section 138 cases where applicable.
• – Own write-off, post-write-off recovery, and portfolio-sale decisions with Finance.

Leadership:

• – Build and lead a high-performing team across strategy, analytics, and operations; hire, coach and set goals.
• – Present portfolio health and collection performance to the leadership team, board risk committee and lending partners.

Qualifications and experience:

• – 12 – 15 years in retail lending, with at least 5 years leading collection strategy or operations at a fintech, NBFC or bank.
• – Hands-on experience with high-volume, small-ticket unsecured portfolios (personal loans, BNPL, credit cards or consumer durables).
• – Proven record of reducing roll rates and credit losses through segmented, data-led strategies.
• – Experience running agency networks and in-house tele and field teams at scale.
• – Strong working knowledge of RBI regulations on digital lending, fair practices, and recovery agents.
• – Graduate degree; MBA, CA or a postgraduate degree in statistics, economics or engineering preferred.