Avp / vp – collections strategy & operations | caas

Job Description – AVP / VP Collections

Location: Mumbai

Experience: 10+ Years

About the Role

We are looking for an experienced Collections Leader to drive end-to-end retail loan collections strategy and execution. The individual will be responsible for managing large-scale collections operations, optimizing recovery performance, driving analytics-led decision-making, and managing agency networks across geographies. This role requires a strong blend of collections expertise, strategic thinking, stakeholder management, and data-driven problem-solving.

Key Responsibilities

Collections Strategy & Operations

Lead collections strategy across retail lending products such as Personal Loans and Credit Cards. Drive portfolio performance across delinquency buckets and improve recovery rates. Design and execute collection policies, treatment strategies, and recovery frameworks. Monitor key collection metrics and implement corrective actions to improve portfolio health.

Agency & Vendor Management

Manage and govern external collection agencies and recovery partners. Establish performance benchmarks, productivity measures, and compliance standards for agencies. Drive agency effectiveness through regular reviews, scorecards, and incentive frameworks.

Analytics & Intelligence

Partner closely with analytics, risk, and product teams to develop data-driven collection strategies. Leverage customer behavior insights and portfolio analytics to improve recoveries and reduce roll rates. Build and monitor dashboards, collection funnels, and predictive recovery models.

Team Leadership

Lead and mentor collections teams across multiple locations. Drive a high-performance culture focused on customer outcomes, compliance, and operational excellence. Collaborate with cross-functional stakeholders including Risk, Product, Operations, Legal, and Compliance.

Governance & Compliance

Ensure adherence to regulatory guidelines, internal policies, and fair collection practices. Maintain strong controls around customer communication and agency operations.

Must-Have Experience

10+ years of experience in retail loan collections. Strong experience managing collections for Personal Loans and/or Credit Cards. Exposure to handling collections volumes exceeding 1 lakh+ cases per month. Proven experience managing collection agencies and recovery partners. Experience working on collections strategy, portfolio management, and recovery optimization. Strong collaboration with analytics and data science teams to drive collection outcomes.

Preferred Background

Experience with leading banks or other large retail-focused banks/NBFCs. Experience managing large-scale collections portfolios across multiple geographies. Prior exposure to digital collections, dialer strategy, segmentation, and customer engagement programs.

Education

B. Tech / MBA from a reputed institution.