Center Head - Operations

About DPDzero

At DPDzero, we are building India's best Collection Infrastructure.

Imagine $230Bn gets disbursed as loans every year, yet there are very few mechanisms in

place to ensure efficient recovery. That is the gap we are bridging.

We are a full-stack collection infrastructure, utilizing AI and Data to track and act efficiently at

the borrower level. As of now, DPDzero is trusted by industry leaders like IndusInd Bank,

RBL Bank, L&T Finance, Tata Capital, TVS Credit, Moneyview, Paysense, Snapmint, and

others to manage collections from over 1 crore borrowers in India.

DPDzero is backed by top-tier investors including GMO VenturePartners, Blume Ventures,

India Quotient, and SMBC Asia Rising Fund.

About the Role

We are looking for a Centre Head Collections to lead and oversee large-scale collections

operations across multiple portfolios and teams. This role will be responsible for managing a

team of Collection Managers, ensuring that centre-level recovery performance, operational

efficiency, and compliance standards are consistently achieved.

The Centre Head will play a critical leadership role in driving portfolio performance,

optimizing resource allocation, and ensuring disciplined execution across tele-calling, digital,

and field collections. You will work closely with lenders, internal operations teams, and

leadership to align on recovery goals, improve operational performance, and scale

collections outcomes.

This is a high-impact leadership role with direct responsibility for centre performance,

recovery outcomes, and operational governance.

Key Responsibilities

1. Centre Leadership & Operational Ownership

• Lead and manage a team of Collection Managers responsible for multiple lender portfolios.
• Drive centre-level recovery performance and ensure achievement of collection targets across portfolios and delinquency buckets.
• Establish operational discipline across tele-calling, digital, and field collections teams.
• Ensure efficient centre operations, resource utilization, and consistent delivery against recovery goals.

2. Portfolio Performance Management

Oversee portfolio health across various delinquency stages including non-starters, early

buckets, and flow cases.

Monitor key collection performance metrics such as:

• Collection Efficiency
• Resolution Rate
• Roll Rate
• Cost per Recovery
• RPC (Right Party Contact)
• PTP Conversion

Identify performance gaps and implement corrective strategies through the collection

management team.

3. Resource Planning & Productivity Management

• Define centre-level collection budgets and optimize cost-to-collect.
• Ensure optimal deployment of collection officers and agencies across segments and DPD buckets.
• Set productivity benchmarks and KPIs for Collection Managers and their teams.
• Conduct weekly performance reviews and drive continuous performance improvement.

4. Lender & Stakeholder Management

• Serve as the senior escalation point for lender partners.
• Build strong relationships with client stakeholders and align on collection strategies and performance expectations.
• Lead monthly and quarterly performance reviews with lenders to present insights, performance metrics, and improvement plans.

5. Compliance & Governance

• Ensure all collection activities comply with RBI guidelines and regulatory standards.
• Maintain strong governance over collection agencies and ensure proper background verification and adherence to compliance policies.
• Monitor complaints, escalations, and audit findings to ensure responsible collections practices.
• Maintain audit-ready documentation and reporting.

6. Team Leadership & Capability Building

• Provide leadership, mentorship, and guidance to Collection Managers and their teams.
• Drive capability building through structured training and performance feedback.
• Evaluate performance across teams and implement initiatives to strengthen operational capabilities.
• Foster a high-performance culture focused on accountability, ownership, and results.

7. Cross-Functional Collaboration

• Collaborate closely with Product, Analytics, Digital Campaign, and Operations teams to improve collections strategies and workflows.
• Leverage data insights to drive operational experiments and optimize borrower outreach strategies.
• Contribute to automation and process improvements across the collections lifecycle.

Success Metrics

• Consistent achievement of centre-level recovery targets
• Improvement in portfolio performance across delinquency buckets
• High productivity and operational efficiency across collection teams
• Strong lender satisfaction and relationship management
• Compliance adherence and reduction in escalations or complaints

Must-Have Skills

• Leadership in Collections Operations:

1015 years of experience in collections operations with proven experience managing large

teams and multiple portfolios.

• Fintech / NBFC Experience:

Strong experience working with fintech lenders, NBFCs, or banking collections operations.

• Portfolio & Collections Strategy Expertise:

Deep understanding of DPD segmentation, roll rates, delinquency movement, and recovery

optimization strategies.

• Operational & Analytical Orientation:

Ability to interpret performance data and drive operational decisions based on insights.

• Stakeholder Management:

Strong experience managing lender relationships and conducting structured performance

reviews.

• Team Leadership:

Proven ability to lead and scale high-performing collections teams.

What We're Looking For

• Strong commercial acumen and ownership mindset
• Executive-level communication and data storytelling skills
• Structured problem-solver comfortable with ambiguity
• High accountability in performance-driven environments
• Ability to balance strategic thinking with operational rigor