Chief Collections Officer

4 days ago

Bengaluru Delhi Mumbai NCR, India Multiple Full time ₹ 15,00,000 - ₹ 60,00,000 per year

About the Role

The role is aimed at senior leaders who can drive end-to-end collections strategy, optimize recovery operations, and elevate portfolio performance across early-stage, mid-stage, and late-stage collections. The ideal candidate will bring strategic depth, operational rigor, and proven experience managing large outbound calling teams in high-velocity lending environments.

Key Responsibilities

1. Collections Strategy & Portfolio Management

  • Own the complete collections lifecycle across buckets: current, early delinquency, mid-stage, and hard collections.
  • Develop and implement data-driven strategies to reduce delinquencies, roll-forwards, and NPAs.
  • Build risk-segmented strategies to improve overall portfolio quality.

2. Operations & Team Leadership

  • Lead large-scale calling teams (minimum 100+, ideally thousands) across multiple locations.
  • Establish productivity benchmarks, daily monitoring cadence, and performance governance models.
  • Optimize team structure, workflows, and SOPs for efficiency and compliance.

3. Recovery & Field Operations

  • Design and manage recovery frameworks for high-risk and write-off accounts.
  • Drive collaboration between calling, field collections, legal, and agency partners.
  • Streamline agency performance management and introduce scorecards for continuous improvement.

4. Technology, Automation & Process Innovation

  • Utilize digital tools, dialer platforms, and workflow automation systems to improve contactability and conversion rates.
  • Deploy analytical dashboards and MIS for real-time decision-making.
  • Identify and implement new initiatives to boost efficiency and reduce operational leakages.

5. Compliance, Audit & Regulatory Alignment

  • Ensure adherence to all regulatory and internal compliance guidelines.
  • Implement audits, quality checks, and dispute-resolution processes for customer interactions.
  • Uphold best-in-class practices in customer communication, grievance handling, and data security.

6. Cross-Functional Collaboration

  • Work closely with Risk, Credit, Product, Finance, and Senior Leadership teams.
  • Contribute to board-level discussions on portfolio performance, provisioning, and operational risks.

Required Experience & Qualifications

  • 1525 years of experience in Collections and Recoveries within NBFCs, Banks, or high-scale lending businesses.
  • Must have led outbound calling operations of at least 100 team members (preferably 500–2000+).
  • Strong background in digital collections, call center operations, dialer management, and performance optimization.
  • Proven record of reducing NPAs and improving recoveries across secured/unsecured portfolios.
  • Excellent stakeholder management, leadership skills, and ability to lead large distributed teams.

Preferred Personas

While the primary target is Chief Collections Officer or Chief Recovery Officer, the role may also suit senior leaders such as:

  • Head of Collections
  • Head of Recoveries
  • Head of Debt Management
  • CEO or CFO (in smaller lending organizations) with strong exposure to collections and credit cycles

Key Competencies

  • Strategic thinking and operational discipline
  • Strong analytical and decision-making capability
  • Advanced process management and problem-solving skills
  • High integrity and deep understanding of regulatory standards
  • Ability to lead high-intensity, large-scale teams

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