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.