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: Collections Manager Location: Bangalore | 5-day office (Monday-Friday) Shift Hours: 6:00 PM 3:00 AM IST (US hours as needed) Experience: 5+ years Overview As the Collections Manager at Skit.ai, you will be responsible for driving 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 team and associated KPIs to maximize recovery rates, margins, and compliance. This role requires a professional with deep experience in digital and operational collections (call center operations), able to translate data-driven insights into scalable strategies. The role will report to the Head of Collections and collaborate closely with Operations, Product, Data Science, and Compliance teams. Responsibilities Digital Strategy & Execution - Develop and implement digital borrower engagement frameworks using SMS, Email, WhatsApp, 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. Operations & Team Management - Lead day-to-day operations for call center collections (in-house and vendor partners), ensuring delivery against portfolio targets. - Manage staffing, training, scheduling, and performance for collections agents and team leads. - Build and monitor KPI dashboards for connect rates, RPC (Right Party Contact), PTP, agent productivity, and compliance adherence. - Implement workforce management practices to optimize shift planning, call routing, and agent allocation. - Coordinate with Quality Assurance and Compliance teams to monitor call quality, script adherence, and regulatory compliance (FDCPA, CFPB, state-specific laws). - Oversee hybrid strategies combining digital and agent/operational, ensuring seamless transitions between channels. - Manage vendor relationships (BPO partners, dialer systems, payment processors), including billing, SLAs, and performance reviews. - Diagnose and address performance drops in agent operations, including designing remediation playbooks. Performance Monitoring & Optimization - Monitor campaign KPIs/metrics, ensuring productivity and cost-efficiency across client. - 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 campaign 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+ years experience in digital collections, call center operations, or related roles within fintech, banking, or financial services. - Strong understanding of A/R, A/P, cash flow management, and regulatory frameworks. - Expertise in campaign management, multi-channel communications, and performance optimization. - Experience with CRM tools, dialer systems, workforce management platforms, and data visualization tools. - Excellent leadership, communication, and problem-solving skills. - Ability to collaborate across teams and translate insights into actionable strategies.