Digital Collections Manager

Job Description About Us Skit.ai is the pioneer Conversational AI company transforming collections with omnichannel GenAI-powered assistants. Skit.ai's Collection Orchestration Platform, the world's first solution, streamlines collection conversations by syncing channels and accounts. Skit.ai's Large Collection Model (LCM), a collection LLM, powers the strategy engine to optimize interactions, enhance customer experiences, and boost bottom lines for enterprises. Skit.ai has received several awards and recognitions, including the BIG AI Excellence Award 2024, Stevie Gold Winner 2023 for Most Innovative Company by The International Business Awards, and Disruptive Technology of the Year 2022 by CCW. Skit.ai is headquartered in New York City, NY. Visit https://skit.ai/ Job Title: Digital Collections Manager Location: Indiranagar, Bangalore (100% WFO) Role Overview As the Digital Collections Manager at Skit.ai, you will be responsible for driving digital-first recovery outcomes across assigned portfolios. You will design and execute omnichannel borrower engagement strategies (SMS, WhatsApp, Voice AI, email), optimize digital campaign performance, and manage operational KPIs to maximize recovery rates, margins, and compliance. This role requires a professional with deep experience in digital collections and call center operations, able to translate data-driven insights into scalable strategies. The Digital Collections Manager will report to the Head of Digital Collections and collaborate closely with Operations, Portfolio Management, Data Science, and Compliance teams. Responsibilities Digital Strategy & Execution - Develop and implement digital borrower engagement frameworks using SMS, Email, WhatsApp (India), Voice Bots, and AI/ML-based segmentation.Own campaign execution across digital channels, ensuring alignment with portfolio strategy and client expectations. - Drive digital-first collections with measurable improvements in recovery, bounce reduction, and customer contactability. - Collaborate with tech/product teams to enhance dialer systems, workflow automation, and multi-channel orchestration. Performance Monitoring & Optimization - Monitor digital campaign KPIs/metrics, ensuring productivity and cost-efficiency across clients. - Implement A/B testing and optimization strategies to improve connect rates, PTP rates, and recovery margins. - Suggest and execute A/B experiments to enhance key KPIs and outcome metrics. - Create dashboards for tracking digital performance, and campaign health.Recommend and review content templates for effective engagement in collection strategies. Collaboration & Leadership - Work closely with Business Analysts and Data Science teams to define problem statements and optimize campaign performance. - Continuously learn and share best practices/insights with client leadership based on observed success patterns. - Provide legal/regulatory feasibility assessments for proposed collection strategies. - Collaborate with R&D stakeholders to influence the product roadmap for enhancing collection performance and automation. Qualifications - 5+ experience in digital collections, preferably within financial services or contact center operations. - 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. - Ability to interpret performance metrics and execute A/B testing frameworks. - Familiarity with regulatory requirements and compliance standards in collections. - Excellent collaboration skills with cross-functional teams including tech, product, analytics, and compliance. - Analytical mindset with a passion for leveraging data to drive business results. Why Join Us - Opportunity to lead digital transformation in collections. - Work with industry experts in AI and automation. - Collaborative and innovative work environment. - Make a measurable impact on customer experience and business outcomes.