KhataBook – Director/Head – Collections Strategy ADJ UTILITY APPS PRIVATE LIMITED

The Corporate Institute; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Khatabook is hiring a Director/Senior Director of Collections to define and drive enterprise-wide collections strategy for lending operations. You will blend data science, policy design, and customer insights to improve cure rates, reduce roll-forward, and optimize recovery costs while enhancing customer experience.

In this role you will partner with Product, Credit Risk, Data Science, and Operations to continuously improve portfolio performance across delinquency buckets and lead a team that

Qualifications

• 10-15+ years in Collections Strategy.
• Domain experience fintech/NBFC/bank unsecured lending.
• Strong data-driven strategy & policy design.
• Experience in delinquency modeling, segmentation, treatment optimization.
• Proficiency with SQL and experimentation frameworks.
• Leadership and cross-functional influence.

Responsibilities

• Own bucket-wise collections strategy across 0-30 / 31-60 / 61-90 / 90+ / legal/write-off pools.
• Design and optimize treatment strategies (digital, call, field, legal, settlement).
• Define segmentation logic based on risk score, behavior, geography and product type.
• Build policies for promise-to-pay, restructuring, settlements and write-off recoveries.
• Partner with Data Science to develop delinquency prediction and cure probability models.
• Drive digital-first collections journeys (IVR, WhatsApp, SMS, payment links, UPI AutoPay).
• Run A/B tests on messaging, channel mix, and settlement offers.
• Monitor portfolio performance dashboards and identify stress pockets.

Skills

Collections strategy

Data-driven strategy

Leadership

SQL

Experimentation frameworks

Cross-functional collaboration

Tools

SQL

Job description

Are you passionate about solving roadblocks & challenges faced by MSMEs in India?.

– MSMEs contribute significantly to India’s total GDP.

– 90% of India’s ~$1 Trillion Retail Market is controlled by Micro, Small & Medium Enterprises (MSMEs).

– Which means ~$900B worth of commerce flows through these ~60M MSMEs in the form of shops/kiosks/homes, scattered all over the country.

– We at Khatabook, have a vision to empower MSMEs and help them increase their incomes.

– We have built a product that brings efficiency in MSME operations by providing them easy to use tools to manage their receivables, inventory and billing which creates transparency in their cash flow.

– Within the Khatabook platform, we have also enabled the facility to take loans for their short term working capital needs for select Khatabook users that are displaying good credit behavior.

– Our app has been downloaded over 100 Million times with a monthly active user base of 8 Million+ which are adding 220 Million+ transactions with a transaction value of $18 Billion.

Why work with us?.

– People are our biggest asset! At Khatabook, every one of us is a dynamic superstar.

– We have carefully bred an ecosystem which hires nothing but incredibly and exceptionally talented people who can dream, collaborate, experiment, and break new ground.

– We’re a strong team that looks out for each other.

We, at Khatabook, are looking for a Director / Senior Director collections To define and drive the enterprise-wide collections strategy for Khatabook’s lending business by combining data science, policy design, customer behavior insights and technology enablement to improve cure rates, reduce roll-forward, optimize recovery cost and enhance customer experience.

– This role acts as the strategic brain behind collections operations, partnering closely with Product, Credit Risk, Data Science and Operations to continuously improve portfolio performance across all delinquency buckets.

What would you do at Khatabook ?

Collections Strategy & Policy Design :

– Own bucket-wise collections strategy across 0-30 / 31-60 / 61-90 / 90+ / legal/write-off pools.

– Design and optimize treatment strategies (digital, call, field, legal, settlement).

– Define segmentation logic based on risk score, behavior, geography and product type.

– Build policies for promise-to-pay, restructuring, settlements and write-off Recoveries.

Data Science & Predictive Modeling :

Partner with Data Science to develop :

– Delinquency prediction models.

– Cure probability models.

– Roll-rate and loss forecasting- Contactability & payment propensity models.

– Translate model outputs into actionable operational strategies.

Digital Collections Optimization :

– Drive digital-first collections journeys including IVR, WhatsApp, SMS, payment links,UPI AutoPay and mandates.

– Design behavioral nudges, reminder cadence and channel sequencing.

– Improve autopay success rates and reduce bounce-driven delinquency.

Experimentation & Strategy Testing :

– Build a champion-challenger framework to test strategies across segments.

– Run A/B tests on messaging, channel mix, field allocation and settlement offers.

– Measure incremental impact on cure rate, roll-back and recovery efficiency.

Portfolio Monitoring & Performance Analytics :

– Own strategy dashboards – roll-rates, cure %, flow rates, bounce trends, recovery curves.

– Identify emerging stress pockets and recommend corrective interventions.

– Conduct cohort analysis, vintage performance and early warning insights.

Cross-Functional Collaboration :

Partner with :

– Credit Risk for underwriting feedback loops.

– Product & Tech to implement rules engines and workflows.

– Collections Ops to translate strategy into execution.

– Finance for provisioning and write-off alignment.

Cost & Efficiency Strategy :

– Optimize cost-to-collect vs recovery trade-offs.

– Recommend digital vs field allocation strategies.

– Define agency performance frameworks and incentive logic.

– Regulatory & Customer Fairness Lens.

– Ensure strategy design aligns with RBI Fair Practices Code, LSP & DCA guidelines.

– Balance recovery performance with customer protection and brand trust.

Key Metrics Owned :

– Roll rates & flow rates.

– Cure % and resolution rates.

– Digital payment adoption & autopay success.

– Recovery yield vs cost-to-collect.

What You’ll Bring :

– Ability to convert data into strategy into measurable recovery impact.

– Strong business judgment in balancing risk, cost and customer experience.

– Comfort working at the intersection of analytics, product and operations.

What are we looking for.

– Experience 10-15+ years in Collections Strategy.

– Domain Fintech/NBFC/Bank unsecured lending.

– Strength Data-driven strategy & policy design.

– Exposure Delinquency modeling, segmentation, treatment optimization.

– Tools SQL / Experimentation frameworks.

– Leadership Managed strategy teams & cross-functional influence.