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 Customer Success Manager Collections to drive end-to-end client success across assigned lending portfolios.
This role blends collections strategy, performance optimization, client relationship management, compliance governance, and revenue growth. You will be responsible for ensuring recovery targets are achieved, SLAs are consistently met, client relationships remain strong, and expansion opportunities within accounts are identified and unlocked.
This is a high-ownership role with a direct and measurable impact on recovery performance and revenue retention.
Key Responsibilities
1. Client Success & Retention Ownership
- Act as the primary point of contact for assigned fintech/NBFC clients.
- Own onboarding, implementation roadmap, and go-live success.
- Conduct structured weekly reviews and quarterly business reviews (QBRs).
- Develop account health scorecards and proactively manage churn risks.
- Support renewal readiness and long-term relationship building with client leadership.
2. Portfolio Performance Management
- Own delivery against recovery targets and SLAs.
- Monitor and improve key KPIs:
- Resolution Rate
- Roll Rate
- Collection Efficiency
- Cost per Recovery
- RPC (Right Party Contact)
- PTP Conversion
- Identify performance gaps and implement corrective strategies across DPD buckets.
3. Strategic Segmentation & Optimization
- Design borrower-level segmentation and channel allocation (Digital, Tele-calling, Field, Legal).
- Collaborate with Analytics to drive data-backed experiments and A/B testing.
- Optimize cost-to-collect while maximizing recovery outcomes.
4. Compliance & Governance
- Ensure adherence to RBI and regulatory collection guidelines.
- Monitor complaints, audit flags, and compliance risks.
- Maintain audit-ready reporting and governance cadence.
- Partner with compliance teams to implement policy updates.
5. Revenue Growth & Expansion
- Identify upsell and cross-sell opportunities within existing accounts.
- Drive wallet-share growth through performance improvements and strategic initiatives.
- Partner with sales/account teams to expand use cases across portfolios.
6. Cross-Functional Execution
- Collaborate with Product, Engineering, Analytics, and Operations teams to implement strategic changes.
- Translate client feedback into product and workflow improvements.
- Drive automation and efficiency initiatives within the collections lifecycle.
Success Metrics
- Consistent SLA adherence across assigned portfolios
- Measurable improvement in recovery performance across DPD buckets
- High client retention and renewal rates
- Growth in revenue from managed accounts
- Reduction in escalations through proactive governance
Must-Have Skills
- Mandatory Fintech Experience: 810 years of experience in fintech/digital lending collections. Exposure to unsecured lending portfolios is essential.
- Collections Strategy Expertise: Strong understanding of DPD segmentation, roll rates, bucket movement, and recovery optimization techniques.
- Analytical Orientation: Ability to interpret data, work closely with analytics teams, and make data-backed strategic decisions.
- Client & Stakeholder Management: Proven experience in managing fintech/NBFC clients and leading performance reviews.
- Program Management Skills: Strong ownership mindset with the ability to drive initiatives across multiple cross-functional 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
