National Collection Head

About the role

The National Collection Head will be responsible for leading the national field recovery efforts for early-stage delinquencies, with a specific focus on unsecured loan products. This role requires strategic leadership in driving recovery performance through on-ground execution across multiple regions, particularly in high-volume and high-risk geographies. The ideal candidate should have deep operational expertise, having handled field recovery across at least three states, and must demonstrate experience in managing large unsecured portfolios

Location: Mumbai

Main Responsibilities

1. Collection Strategy & Execution

• Develop and execute field recovery strategies for early-stage overdue unsecured accounts.

• Minimize roll forward rates through region-wise planning and robust execution.

• Align field recovery plans with broader organizational goals and contact center efforts.

2. Field Operations Management

• Lead and oversee field collection teams operating across multiple states.

• Create region-specific action plans based on demographic insights and delinquency patterns.

• Track performance through KPIs to ensure timely and efficient recoveries.

3. Team Leadership

• Manage and guide regional and zonal collection heads across geographies.

• Foster a culture of ownership, accountability, and ethical recovery practices.

• Drive continuous training and team development to enhance capability.

4. Process Optimization

• Strengthen coordination between field and contact center teams for better conversion.

• Implement process improvements using tech-enabled collection tools and dashboards.

• Ensure SOPs are followed uniformly across all regional operations.

5. Customer Relationship Management

• Encourage a respectful, solution-oriented approach in all customer interactions.

• Empower teams to offer structured repayment solutions for customers in hardship.

• Monitor field conduct and maintain customer experience standards.

6. Compliance & Risk Management

• Ensure end-to-end compliance with RBI guidelines, industry norms, and internal audit standards.

• Establish controls to prevent unethical practices and ensure grievance redressal.

• Work closely with compliance and legal for escalated recovery actions.

7. Stakeholder Engagement

• Liaise with internal teams – Credit, Risk, Product, and Legal – for portfolio support and strategy.

• Provide regular performance updates to leadership, along with insights on risk pockets and recovery trends.

Your skills

• Bachelor's degree in Finance, Business Administration, or related field (MBA preferred).

• Minimum 15 years of experience in collections, with a strong focus on field recovery for unsecured loans.

• At least 7 years in a leadership role managing early bucket delinquency collections.

• Must have handled collections across at least 3 states with proven experience in regional operations

Pepper Advantage's values and culture

Our mission is to help people succeed. Our clients, our customers, our employees. Our Values are 'Can do', 'Balanced' and 'Real'.

Pepper Advantage's values support our vision, shape our culture and define how we interact with other employees and the attitudes we adopt towards our customers and clients. The values of Pepper Advantage support the organisation's mission statement.

Pepper Advantage's unique outcome focused corporate culture aims to deliver fairness and value for clients and customers, consistently exceeding expectations in all measurable performance areas.

Pepper Advantage is an equal opportunities employer.

Role Profiles are subject to change in line with business needs.