Manager, Collections

DPDzero co; Bengaluru Urban; On-site; INR 3,000,000 - 5,200,000; Full time

Job summary

DPDzero is seeking a Senior Collection Manager to lead portfolio allocation, customer experience ownership, and recovery efficiency across India. You will collaborate with Analytics and Operations to ensure ethical recovery, scalable processes, and strong lender trust.

The role focuses on CX-first, data-driven collections execution with governance, risk controls, and cross-functional coordination, reporting to senior leadership and influencing external agency partners.

Qualifications

• Excellent communication and senior stakeholder management.
• Strong analytical comfort in reading MIS and performance summaries.
• Ability to run structured reviews, governance forums, and follow-through.
• High ownership and accountability for partner and customer experience.
• Strong cross-functional coordination skills.
• High attention to detail and documentation discipline.

Responsibilities

• Own end-to-end portfolio allocation strategy across internal voice, field, and external agency channels.
• Partner with Collections Analytics to design and optimize risk-based allocation and capacity mapping.
• Drive improvements in allocation efficiency, productivity, and recovery effectiveness.
• Act as SPOC for customer experience across all collections touchpoints and journeys.
• Own recovery outcomes with balance between targets, affordability, and relationship health.
• Ensure compliance with collection norms, hours, and escalation handling.
• Review MIS and translate insights into operational improvements.
• Lead and mentor Collection Managers and Teams to build CX-led, data-driven execution.

Skills

Communication

Stakeholder management

Analytical thinking

Governance

Cross-functional collaboration

Attention to detail

Documentation

Job description

DPDzero is an AI-powered collections company enabling financial institutions to run collections on autopilot. Our platform combines digital nudges, AI voice agents, and ethical human interventions to improve borrower experience, maximize recovery, and reduce operational cost.

DPDzero is trusted by leading institutions such as IndusInd Bank, L&T Finance, Tata Capital, Moneyview, and Paysense, managing collections for 1+ crore borrowers across India.

We are backed by GMO VenturePartners, Blume Ventures, India Quotient, and SMBC Asia Rising Fund.

Role Overview

The Senior Collection Manager – Customer Experience & Allocation 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:
• 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:
• 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:
• Regulatory or lender complaints
• Partner or advisor misconduct
• Support audits, QA reviews, and compliance assessments.
• Govern performance of external collection agencies across:
• 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:
• CX metrics
• Escalation and complaint trends
• Work with Analytics to translate insights into:
• Operational improvements

7. Team Leadership & Capability Building

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

Requirements

Preferred Background

• 5+ years of experience in Collections, Customer Success, or Operations within Fintech / BFSI / SaaS.
• Experience running structured governance with CXO / VP-level stakeholders.
• Exposure to analytics, MIS review, or delivery coordination.

Skills & Capabilities

• Excellent communication and senior stakeholder management.
• Strong analytical comfort in reading MIS and performance summaries.
• Ability to run structured reviews, governance forums, and follow-through.
• High ownership and accountability for partner and customer experience.
• Strong cross-functional coordination skills.
• High attention to detail and documentation discipline.

Must-Have Attributes

• Highly responsive and reliable.
• Calm under pressure, clear under ambiguity.
• Strong ownership mindset (not a coordinator mindset).
• Ability to foresee risks early and flag issues proactively.
• Empathy balanced with firmness in expectation and performance management.

Why Join DPDzero

• Manage relationships with India’s largest lenders and financial institutions.
• Play a central role in shaping borrower experience and lender trust.
• Influence outcomes through retention, performance stability, and CX excellence.
• Work cross-functionally with high-performance teams across Ops, Product, Digital, and Strategy.
• Help build India’s next-generation collections infrastructure through structured, ethical partner engagement.

Candidates can apply for both Bangalore and Mumbai locations.