About DPDzero
DPDzero is an AI-powered, full-stack collections platform transforming how banks and NBFCs manage loan delinquencies. Started in 2023, we've grown 20X in just 24 months—partnering with some of India's largest lenders including RBL Bank, IndusInd Bank, Unity Small Finance Bank, Moneyview, Tata Capital, and more.
We're not building a tool—we're fixing one of the biggest and most ignored problems in banking: debt collections. With our AI agents, data science algorithms, and zero-ops platform, we're rewriting how collections are done—faster, cheaper, and 10X more ethical than what's existing today.
We don't want to change the collections industry. We want to own it.
Ready to build the workplace of the future
We're looking for a senior sales professional who can drive both new logo acquisition and revenue growth from existing clients across India's BFSI, NBFC, and Fintech landscape. You'll own the full enterprise sales lifecycle—identifying new opportunities, leading complex consultative sales processes, and deepening relationships with existing accounts to grow share-of-wallet and unlock long-term value.
This is a high-ownership, high-impact role that requires strategic thinking, enterprise stakeholder management, and a strong understanding of collections, credit risk, and recovery operations.
Role Overview
The Senior Collection Manager – Customer Experience & Allocation is responsible for portfolio allocation, customer experience ownership, and recovery efficiency, working closely with Collections Analytics and Operations.
This is a pure collections leadership role with no upsell, no cross-sell, and no sales targets—focused on ethical recovery, customer trust, and scalable efficiency.
Key Responsibilities
1. Portfolio Allocation & Efficiency
- Own end-to-end portfolio allocation strategy across internal voice, field, and external agency channels.
- Partner closely with Collections Analytics to design and optimize:
- DPD-based segmentation
- Risk-based allocation
- Capacity and geography mapping
- Drive continuous improvements in allocation efficiency, productivity, and recovery effectiveness.
- Proactively rebalance portfolios to reduce customer fatigue and improve resolution outcomes.
2. Customer Experience (CX) Ownership – SPOC
- Act as the single point of contact (SPOC) for customer experience across all collections touchpoints.
- Own end-to-end customer journeys, ensuring:
- Respectful and transparent interactions
- Reduced repeat contacts
- Timely, fair, and consistent resolution
- Analyze customer complaints, disputes, and escalations to drive root-cause and systemic fixes.
- Convert customer feedback into sustainable process improvements in partnership with Operations and Analytics.
3. Recovery Performance Management
- Own recovery outcomes across allocated portfolios, including:
- Resolution rates
- PTP-to-Paid conversion
- Roll-back / roll-forward movement
- Balance recovery targets with customer affordability and long-term relationship health.
- Track daily, weekly, and monthly performance through structured MIS and reviews.
4. Compliance & Risk Governance
- Ensure strict adherence to:
- Collection conduct norms
- Calling hour protocols
- Zero-tolerance policies
- Act as escalation owner for:
- High-risk customer cases
- Regulatory or lender complaints
- Partner or advisor misconduct
- Support audits, QA reviews, and compliance assessments.
5. Agency & Channel Oversight
- Govern performance of external collection agencies across:
- Allocation discipline
- Compliance adherence
- Productivity benchmarks
- Approve partner onboarding, exits, and portfolio realignment.
- Ensure agencies consistently follow CX-first, ethical recovery practices.
6. Data, MIS & Strategic Insights
- Review and interpret MIS covering:
- Allocation effectiveness
- CX metrics
- Escalation and complaint trends
- Work with Analytics to translate insights into:
- Operational improvements
- Policy enhancements
- Allocation refinements
7. Team Leadership & Capability Building
- Lead and mentor Collection Managers and Team Leaders.
- Build strong capability across teams in:
- Customer empathy
- Dispute handling
- Ethical and compliant recovery practices
- Drive a culture of CX-led, data-driven collections execution.
Requirements
Preferred Background
- 5+ years of experience in Collections, Customer Success, or Operations within Fintech / BFSI / SaaS.
- Experience running structured governance with CXO / VP-level stakeholders.
- Exposure to analytics, MIS review, or delivery coordination.
Skills & Capabilities
- Excellent communication and senior stakeholder management.
- Strong analytical comfort in reading MIS and performance summaries.
- Ability to run structured reviews, governance forums, and follow-through.
- High ownership and accountability for partner and customer experience.
- Strong cross-functional coordination skills.
- High attention to detail and documentation discipline.
Must-Have Attributes
- Highly responsive and reliable.
- Calm under pressure, clear under ambiguity.
- Strong ownership mindset (not a coordinator mindset).
- Ability to foresee risks early and flag issues proactively.
- Empathy balanced with firmness in expectation and performance management.
Why Join DPDzero
You will:
- Manage relationships with India's largest lenders and financial institutions.
- Play a central role in shaping borrower experience and lender trust.
- Influence outcomes through retention, performance stability, and CX excellence.
- Work cross-functionally with high-performance teams across Ops, Product, Digital, and Strategy.
- Help build India's next-generation collections infrastructure through structured, ethical partner engagement.
