indiagold – Collections Lead FLAT WHITE CAPITAL PRIVATE LIMITED

The Corporate Institute; Hyderabad; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

The Corporate Institute in Hyderabad, Telangana invites applications for a role focused on building a data-driven collections and recovery engine. You will own risk detection, customer communications, and scalable resolution, improving outcomes across breach levels and non-voice channels.

Key responsibilities include designing the Early Warning System, tracking portfolio risk daily, and coordinating with legal, field, and product teams.

Qualifications

• 5-7 years in collections, loan servicing, product ops, or growth ops.
• Experience in fintech, NBFC, or digital lending preferred.
• Exposure to CRM tools, communication automation, or collections systems.

Responsibilities

• Own and build the collections and recovery engine as a system-led, data-driven operation.
• Design how the business detects risk early and drives resolution at scale.
• Build and own the LTV-based Early Warning System (EWS).
• Track portfolio risk daily and define automated breach triggers.
• Maintain dashboards on LTV risk and exposure; lead resolution during mass breach events.
• Design end-to-end customer communication journeys and non-voice channels (WhatsApp, SMS, email).
• Define calling strategy, scripts, and CRM logging standards.
• Create a clear resolution framework: repayment, top-up, or additional pledge.
• Ensure RBI compliance in all communications.
• Coordinate field visits with structured briefs and outcomes tracking.
• Improve resolution rates via targeted field interventions.
• Define triggers for legal escalation and manage pre/post-auction workflows.
• Track recovery rates and analyze systemic gaps to improve strategy.
• Build weekly dashboards on contact and resolution rates and pipeline movement.

Skills

Collections management

Data-driven

CRM automation

Stakeholder collaboration

Process design

Tools

CRM systems

Dashboards

Analytics tools

Job description

Description:

Role Mandate

Own and build the collections and recovery engine of the NBFC not as a calling function, but as a system-led, data-driven operation.

This role is responsible for designing how the business detects risk early, communicates with customers effectively, and drives resolution at scale.

Key Responsibilities

• Early Warning System & Risk Monitoring
• Build and own the LTV-based Early Warning System (EWS)
• Track gold price movements and portfolio impact daily
• Define automated breach triggers (88%, 90%, 95%) and escalation workflows
• Maintain portfolio-level dashboards on LTV risk and exposure
• Lead response during mass breach events
• Collections Communication & Journey Design
• Design end-to-end customer communication journeys across breach levels
• Own non-voice channels: WhatsApp, SMS, email (templates, triggers, performance)
• Define calling strategy, scripts, and CRM logging standards
• Create a clear resolution framework: repayment, top-up, additional pledge
• Ensure all communication is RBI compliant
• Field Visit Coordination
• Define criteria and prioritisation for field visits
• Provide structured visit briefs and track outcomes
• Ensure proper documentation and follow-ups
• Improve resolution rates through targeted field interventions
• Legal Escalation & Auction Coordination
• Define triggers for legal escalation and ensure process compliance
• Coordinate with legal teams for notices and documentation
• Manage pre- and post-auction workflows (communication, reconciliation)
• Track recovery rates and identify systemic gaps
• Collections Analytics & Performance Tracking
• Own the full collections funnel: breach contact resolution escalation
• Build weekly dashboards on contact rate, resolution rate, and pipeline movement
• Conduct roll-rate and cohort analysis (vintage, geography, product)
• Track cost per recovery and re-breach trends
• Use insights to continuously improve collections strategy

What Youll Also Drive

• Partner with Risk on policy execution (LTV, timelines, triggers)
• Work with Product/Tech to build CRM workflows and automation
• Manage collections vendors (if applicable) with defined SLAs
• Contribute to overall ops dashboard and portfolio health tracking

What This Role Does NOT Own

• LTV policy and risk decisions
• Auction decision-making
• Physical gold custody
• Field team management
• Regulatory reporting or NPA classification
• Customer complaints or sales

Who Were Looking For

Experience

• 5 TO 7 years in collections, loan servicing, product ops, or growth ops
• Experience in fintech, NBFC, or digital lending preferred
• Exposure to CRM tools, communication automation, or collections systems

Capabilities

• Strong data-driven and systems-thinking mindset
• Ability to design and optimise customer journeys
• Comfort working with dashboards, funnels, and performance metrics
• Ability to translate problems into process or product solutions

Mindset

• Thinks like a product manager, executes like an operator
• Focuses on automation over manual effort
• Empathetic but outcome-driven
• Bias for action in a fast-moving, ambiguous environment

Why This Role Matters

At high LTV levels, collections is not a backend function it is real-time risk management.

This role is critical to ensuring the portfolio stays healthy by building a scalable, intelligent recovery system, not just a team that reacts.