Lead, AI-Powered Digital Collections

Job Title : Digital Collections Head

Location : Pune

Role Overview

The Head of Digital Collections is a leadership role responsible for defining and executing the end-to-end digital (AI led) strategy for credit card collections across buckets. You will drive a digital-first approach to maximize recovery rates, significantly reduce the Cost of Collections (CoC), and ensure an empathetic, compliant, and best-in-class customer experience through digital channels. The role requires a deep blend of expertise in collections strategy, data science, digital product management, and regulatory compliance within the financial services / credit card sector.

This role requires a professional with deep experience in digital consumer engagement, able to translate data-driven insights into scalable strategies and with strong belief in data-led technology approach to build product solutions. Knowledge to collection domain is an added advantage, but deep understanding on driving “customer engagement and nudging to desired outcome” is must This role is a P&L ownership role, with individual owning dedicated customer segment and driving performance to over-achieve targets.

Key Responsibilities

Strategy & Leadership

• Define Digital Collections Roadmap : Develop and champion a comprehensive strategic roadmap for digital collections (e.G., AI-driven voice & chat bots, mobile app,, SMS, email, WhatsApp,).
• P&L and Performance : Own the collection targets for all digital channels, focusing on maximizing resolution rates, reducing write-offs, and driving operational efficiency to lower the overall Cost of Collections.

Technology & Innovation

Operational Management

Qualifications

Required

overall 5+ years of experience

Skills & Competencies

Leadership : Strong ability to attract, mentor, and motivate a high-performing team .