Senior Manager - Collections

Mantras2Success; Ahmedabad District; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

Mantras2Success in Ahmedabad, India is seeking a Senior Manager – Debt Collections to own and scale the collections for unsecured personal loans. This role emphasizes data-driven strategies, leadership of the in-house team, and collaboration with product and tech to automate collections while ensuring RBI compliance.

You will manage external agencies, drive cost-to-collect optimization, and report portfolio performance to management.

Qualifications

• 8–12+ years of experience in collections and recoveries, specifically in unsecured personal loans.
• Proven experience building and scaling collections teams.
• Hands‑on experience managing multiple collection agencies.
• Strong analytical, data-driven decision-making capability.
• Deep understanding of RBI guidelines and fair collections practices.

Responsibilities

• Own collections strategy across early, mid, and late buckets for unsecured, short-tenure loans.
• Build, manage, and scale an in-house collections team based in Ahmedabad.
• Leverage CRM, dialers, and digital channels to automate collections journeys.
• Onboard and manage third-party collection agencies with SLAs, scorecards, and audits.
• Ensure RBI compliance and fair practices across in-house and agency operations.
• Present portfolio performance and improvement plans to management.

Skills

Leadership

Analytics

Stakeholder management

Data-driven

CRM

Dialers

Tools

CRM

Dialers

Job description

Job Title: Senior Manager – Debt Collections
Location: Ahmedabad, India
Reporting To: Management
Company Type: NBFC – Lending Fintech
Product: Unsecured Short-Term Personal Loans

Role Summary

The Senior Manager – Debt Collections will own and scale the collections and recovery
function for unsecured short-term personal loans. This role requires a strong understanding
of high-velocity, high-frequency repayment cycles, data-led collections strategies, and
technology-driven execution. The incumbent will build and lead the in-house collections
team, manage external agencies, and ensure strict adherence to RBI and fair practices
guidelines while delivering strong portfolio performance.

Key Responsibilities

Collections Strategy & Analytics

• Own collections strategy across early, mid, and late buckets for short-tenure, high-volume personal loans.
• Design segmentation-based strategies using customer behavior, payment patterns, and risk signals.
• Track and improve KPIs including bounce rate, DPD movement, roll rates, cure rates, recovery rates, and NPAs.
• Develop MIS, dashboards, and insights for regular management review.
• Run experiments on contact timing, channels, scripts, and settlement structures.

Team Building & Leadership

• Build, manage, and scale an in-house collections team based in Ahmedabad.
• Define productivity benchmarks, incentives, and quality standards.
• Establish SOPs, call flows, escalation matrices, and training programs.
• Drive a performance-oriented and compliant collections culture.

Technology & Process Enablement

• Leverage collections tech, CRM, dialers, and digital channels (SMS, WhatsApp, IVR, email).
• Work with product and tech teams to automate collections journeys and reduce manual effort.
• Utilize analytics and rule-based / ML-driven prioritization to improve efficiency and cost-to-collect.

Agency & Vendor Management

• Onboard and manage third-party collection agencies for hard and late-stage buckets.
• Set SLAs, scorecards, and compliance requirements; conduct regular audits.
• Optimize agency allocation, placement cycles, and commercial terms.

Compliance & Governance

• Ensure full compliance with RBI regulations, Fair Practices Code, and customer communication norms.
• Monitor ethical collections practices across in-house and agency operations.
• Coordinate with legal and compliance teams on escalations, disputes, and recovery actions.

Management Engagement

• Present portfolio performance, risks, and improvement plans directly to management.
• Act as a key contributor to credit and risk strategy discussions.

Key Success Metrics

• Reduction in early delinquency and NPAs
• Improvement in cure and recovery rates
• Bounce rate reduction and faster DPD resolution
• Cost-to-collect optimization
• Agency performance and compliance scores

Qualifications & Experience

• 8–12+ years of experience in collections and recoveries, specifically in unsecured personal loans.
• Strong exposure to short-tenure, high-volume lending products.
• Proven experience building and scaling collections teams.
• Hands‑on experience managing multiple collection agencies.
• Strong analytical, data-driven decision-making capability.
• Deep understanding of RBI guidelines and fair collections practices.
• Excellent leadership and stakeholder management skills.

Preferred

• Experience in fintech or digital-first NBFCs.
• Exposure to automated / analytics-driven collections models.

Company Profile:

Itis a digital lending platform