Collection Manager

DPDzero co; Mumbai; On-site; INR 4,000,000 - 8,000,000; Full time

Job summary

DPDzero is seeking a Collection Manager to lead end-to-end portfolio allocation across multiple channels, while owning customer experience and recovery performance. You will partner with Analytics and Operations to optimize DPD-based segmentation, risk-based allocation, and capacity planning.

In this role you will act as the SPOC for CX, drive structured governance with CXO-level stakeholders, and mentor a large team of collection advisors.

Qualifications

• 5+ years of experience in Collections, Customer Success, or Operations within Fintech, BFSI, or NBFC.
• Experience managing large-scale collections teams of 100+ advisors/agents.
• Exposure to analytics, MIS review, and performance management.
• DRA certification is preferred and mandatory requirements must be met.

Responsibilities

• Own end-to-end portfolio allocation strategy across internal voice, field, and external channels.
• Act as SPOC for customer experience across all collections touchpoints, ensuring respectful, transparent interactions.
• Own recovery outcomes including resolution rates and PTP-to-Paid conversion.
• Ensure strict adherence to collection norms, hours, and zero-tolerance policies and manage escalation cases.
• Review MIS and translate insights into operational improvements and policy enhancements.
• Lead and mentor Collection Managers and Team Leaders to build capability and drive CX-leading collections execution.

Skills

Communication skills

Stakeholder management

Analytical ability

Leadership

Cross-functional collaboration

Job description

DPDzero is an AI-powered, full-stack collections platform transforming how banks and NBFCs manage loan delinquencies. Started in 2023, we’ve grown 20X in just 24 months—partnering with some of India’s largest lenders including RBL Bank, IndusInd Bank, Unity Small Finance Bank, Moneyview, Tata Capital, and more.

We’re not building a tool—we’re fixing one of the biggest and most ignored problems in banking: debt collections. With our AI agents, data science algorithms, and zero-ops platform, we’re rewriting how collections are done—faster, cheaper, and 10X more ethical than what’s existing today. We don’t want to change the collections industry. We want to own it.

The Collection Manager 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

• 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. Recovery Performance Management

• Own recovery outcomes across allocated portfolios, including:
  • Resolution rates
  • PTP-to-Paid conversion
  • Roll-back / roll-forward movement
• Balance recovery targets with customer affordability and long-term relationship health.
• Track daily, weekly, and monthly performance through structured MIS and reviews.

4. Compliance & Risk Governance

• Ensure strict adherence to:
  • Collection conduct norms
  • Calling hour protocols
  • Zero-tolerance policies
• Act as escalation owner for:
  • High-risk customer cases
  • Regulatory or lender complaints
  • Partner or advisor misconduct
• Support audits, QA reviews, and compliance assessments.
• Govern performance of external collection agencies across:
  • Allocation discipline
  • Compliance adherence
  • Productivity benchmarks
• Approve partner onboarding, exits, and portfolio realignment.
• Ensure agencies consistently follow CX-first, ethical recovery practices.

6. Data, MIS & Strategic Insights

• Review and interpret MIS covering:
  • Allocation effectiveness
  • CX metrics
  • Escalation and complaint trends
• Work with Analytics to translate insights into:
  • Operational improvements
  • Policy enhancements
  • Allocation refinements

7. Team Leadership & Capability Building

• Lead and mentor Collection Managers and Team Leaders.
• Build strong capability across teams in:
  • Customer empathy
  • Dispute handling
  • Ethical and compliant recovery practices
• Drive a culture of CX-led, data-driven collections execution.

Requirements

• 5+ years of experience in Collections, Customer Success, or Operations within Fintech, BFSI, or NBFC.
• Experience managing large-scale collections teams of 100+ collection advisors/agents .
• Experience running structured governance with CXO- or VP-level stakeholders.
• Exposure to analytics, MIS review, and operational performance management.

Mandatory Requirements

• DRA (Debt Recovery Agent) Certified.
• Must have managed a team of at least 100 collection advisors/agents.

Skills & Capabilities

• Excellent communication and senior stakeholder management.
• Strong analytical ability to interpret MIS and performance reports.
• Ability to conduct structured governance reviews and drive action items.
• High ownership and accountability for customer experience and recovery performance.
• Strong cross-functional collaboration skills.
• Excellent documentation and attention to detail.

Must-Have Attributes

• Highly responsive and reliable.
• Calm under pressure and clear under ambiguity.
• Strong ownership mindset.
• Ability to identify and proactively mitigate risks.
• Empathy balanced with firmness in performance management and customer interactions.

Why Join DPDzero

You will:

• Manage relationships with India's largest lenders and financial institutions.
• Play a central role in shaping borrower experience and lender trust.
• Influence recovery outcomes through operational excellence and customer-centric collections.
• Work cross-functionally with high-performance teams across Operations, Product, Digital, Analytics, and Strategy.
• Help build India's next-generation collections infrastructure through structured, ethical recovery practices.