Digital Collection Head

Job Title: Digital Collections Head

Location: Pune

Role Overview

The Head of Digital Collections is a leadership role responsible for defining and executing the end-to-end digital (AI led) strategy for credit card collections across buckets. You will drive a digital-first approach to maximize recovery rates, significantly reduce the Cost of Collections (CoC), and ensure an empathetic, compliant, and best-in-class customer experience through digital channels. The role requires a deep blend of expertise in collections strategy, data science, digital product management, and regulatory compliance within the financial services/credit card sector.

This role requires a professional with deep experience in digital consumer engagement, able to translate data-driven insights into scalable strategies and with strong belief in data-led technology approach to build product solutions. Knowledge to collection domain is an added advantage, but deep understanding on driving “customer engagement and nudging to desired outcome” is must This role is a P&L ownership role, with individual owning dedicated customer segment and driving performance to over-achieve targets.

Key Responsibilities

Strategy & Leadership

• Define Digital Collections Roadmap: Develop and champion a comprehensive strategic roadmap for digital collections (e.g., AI-driven voice & chat bots, mobile app, , SMS, email, WhatsApp,).
• P&L and Performance: Own the collection targets for all digital channels, focusing on maximizing resolution rates, reducing write-offs, and driving operational efficiency to lower the overall Cost of Collections.

Technology & Innovation

• Platform Deployment: Lead the evaluation, selection, deciding on buy-vs-build and implementation of next-generation digital collection technologies, including Agentic AI frameworks, Digital Asset Management (DAM) systems for customer communications, and AI/ML platforms for predictive collections modeling.
• Self-Service Automation: Drive the development of intelligent self-service platforms (web/app) that offer personalized and flexible repayment options, negotiation tools, and financial literacy resources.
• Data & Analytics: Utilize predictive analytics and machine learning to determine the optimal digital channel, messaging, and timing for each delinquent cardholder, ensuring personalized engagement.
• Digital Experience Design: Ensure all digital collection channels provide a customer-centric, empathetic, and friction-free experience

Operational Management

• Organizational Integration: Collaborate with cross functional teams to seamlessly integrate digital collection solutions into the broader cardholder journey.
• Process Optimization: Continuously analyze digital collection workflows to identify and automate manual processes, driving significant improvement in efficiency and throughput.
• Vendor Management: Manage and evaluate third-party technology vendors and specialized digital collection agencies to ensure service levels and compliance standards are met.

Qualifications

Required

• Preferred 3+ years of experience in Digital engagement; overall 5+ years of experience
• Proven experience in the digital customer-facing applications and automated systems (e.g., chat, IVR, self-service portals).
• Proven track record in driving digital transformation and automation within collections, resulting in measurable cost savings and improved recovery rates.
• Direct experience with AI/ML model deployment for collections scoring and channel optimization.
• Strong understanding of campaign management, customer engagement strategies, and data-driven optimization.
• Experience with digital communication tools such as SMS, WhatsApp, email platforms, and voice automation.
• Excellent collaboration skills with cross-functional teams including tech, product, analytics, and compliance.

Skills & Competencies

• Strategic Thinking & Execution: Ability to translate complex regulatory and financial goals into a clear, executable digital product roadmap.
• Data-Driven Decision Making: Highly proficient in interpreting collections data, metrics, and risk reports to inform strategy.
• Stakeholder Management: Exceptional communication, negotiation, and influence skills to align diverse groups (Tech, Legal, Risk) toward a common digital goal.

Leadership: Strong ability to attract, mentor, and motivate a high-performing team .