Head of Collections

7 days ago

Gurugram, India Stashfin Full time

Job Summary:

We are seeking a highly experienced and strategic 
Head of Collections
 to lead and manage our collections operations across India. The ideal candidate will be responsible for improving recovery rates, ensuring high customer satisfaction, managing internal teams and external vendors, and driving operational excellence in a compliant and performance-driven environment.

Key Responsibilities:

  • Pan-India Recovery Management:
     Lead and monitor resolution and recovery rates across all geographies and product lines.
  • Customer Experience:
     Champion a customer-first approach in the collections process; handle high-level escalations effectively and professionally.
  • Vendor & Team Leadership:
     Drive performance through internal teams and external collection agencies/vendors. Provide direction, motivation, and support to ensure results.
  • Feedback & Development:
     Deliver constructive, real-time and scheduled feedback to team members; foster a culture of continuous improvement.
  • Quality & Compliance:
     Emphasize quality metrics such as first-time resolution and responsiveness, while ensuring strict adherence to compliance and regulatory requirements.
  • Controls & Risk Management:
     Implement and monitor controls to ensure due diligence and reduce operational risks across collection activities.
  • Analytics & Reporting:
     Leverage MIS, dashboards, and data insights to track KPIs, identify trends, and support decision-making.
  • Strategic Thinking:
     Work cross-functionally to align collections strategy with business goals; contribute to process improvement and long-term planning.
  • Agility & Execution:
     Operate effectively in a fast-paced, dynamic environment with a strong focus on deadlines, details, and multitasking.

Qualifications & Requirements:

  • Experience:
     8–15 years of progressive experience in collections, with proven leadership in managing teams, vendors, and recovery operations.
  • Industry Background:
     Preferably from Banking, NBFC, or Fintech sectors handling unsecured loans such as personal loans.
  • Communication:
     Outstanding verbal and written communication skills, with the ability to influence and collaborate with diverse stakeholders.
  • Analytical Ability:
     Strong MIS and data analysis skills; ability to interpret data and drive actionable insights.
  • Leadership Qualities:
     Strategic mindset, team-building capabilities, and results-oriented approach with strong compliance discipline.

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