Head-Collection & Recovery

Finagle Financial Services; Dadri, Gurugram District; On-site; INR 5,000,000 - 9,000,000; Full time

Job summary

Finagle Financial Services is seeking a senior leader to design and own end-to-end collections for digital lending products in India. You will build and scale an in-house team, manage external agencies, and drive compliant, efficient recovery strategies.

This role demands strategic execution, regulatory savvy, and hands-on leadership in a fast-paced fintech environment. You will define recovery strategies, implement automated collection tools, and ensure RBI guidelines are followed while

Qualifications

• 8–12 years of hands-on experience in retail credit collections, with emphasis on digital lending, fintechs, or NBFCs.
• Deep understanding of short-tenure, unsecured personal/payday loan collection dynamics and digital recovery channels.
• Proven track record of managing internal teams as well as third-party agency networks.
• Strong working knowledge of RBI guidelines on digital lending, outsourcing, and recovery mechanisms.
• Entrepreneurial, hands-on operator who can build systems from scratch in a fast-paced environment.

Responsibilities

• Design, implement, and own end-to-end collections lifecycle from pre-due reminders to recoveries.
• Define and optimize segment-specific recovery strategies for digital lending products.
• Integrate digital collection tools (WhatsApp/SMS bots, IVRs, AI diallers, payment links) to maximize automated collections.
• Hire, mentor, and scale an in-house collections team and manage external agency networks.
• Set performance targets, SLAs, daily call quality audits, and incentives for tele-callers and agency partners.
• Serve as primary contact for internal audits and compliance reviews related to collections.

Skills

Digital lending

Team leadership

RBI compliance

Strategic planning

Process design

Vendor management

Job description

Role & responsibilities

1. Strategy & Collection Infrastructure Setup

• Design, implement, and own the end-to-end collections lifecyclefrom pre-due reminders (Bucket 0) to early-stage resolution and late-stage write-offs/recoveries.
• Define and optimize segment-specific recovery strategies tailored for short-tenure, high-velocity digital lending products.
• Integrate and leverage digital collection tools (automated WhatsApp/SMS bots, IVRs, AI diallers, payment gateways, and digital settlement links) to maximize automated collections.

2. Team Leadership & Operations

• Hire, mentor, and scale an in-house collections team and manage external agency networks (tele-calling and field recovery, if applicable).
• Set performance targets, SLAs, daily call quality audits, and incentive structures for tele-callers and agency partners.

3. Compliance & Regulatory Standards

• Ensure 100% adherence to all RBI guidelines regarding digital lending, fair practices codes, recovery agent conduct, and customer data privacy.
• Establish robust audit frameworks, call-recording reviews, and grievance redressal workflows to eliminate harsh recovery tactics and regulatory exposure.
• Serve as the primary point of contact for internal audits and compliance reviews related to collections.

Required Qualifications & Skills

• Experience: 8 to 12 years of hands-on experience in retail credit collections, with a heavy emphasis on digital lending, fintechs, or retail NBFCs.
• Domain Expertise: Deep understanding of short-tenure, unsecured personal/payday loan collection dynamics and digital recovery channels.
• Leadership: Proven track record of managing internal teams as well as third-party agency networks.
• Regulatory Knowledge: Strong working knowledge of RBI guidelines on digital lending, outsourcing practices, and recovery mechanisms.
• Mindset: An entrepreneurial, hands-on operator who can build systems from scratch and thrives in a fast-paced environment