About the job
We at Pine Labs are looking for those who share our core belief - Every Day is Game day. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.
Role Purpose
We are looking for a high-calibre Senior Manager to anchor our Accounts Receivable Collections function across all portfolio segments. The incumbent will own end-to-end collection operations — from first-touch outreach through final resolution — spanning Retail, Key Accounts, and SME/B2B books across all DPD (Days Past Due) buckets.
This is a dual mandate role: maintain BAU (Business-as-Usual) excellence while spearheading next-generation capabilities including AI BOT calling, intelligent contact-centre operations, and analytics-driven portfolio management. The Senior Manager will be the single point of accountability for collection efficiency, revenue protection, and audit readiness across all AR books.
Responsibilities we entrust you with
1. BAU Collections Management
- Own daily, weekly, and monthly collections targets across all AR portfolios — Retail, Key Accounts, and B2B/SME segments.
- allocation → outreach → promise-to-pay → recovery → write-off governance.Manage end-to-end collections lifecycle:
- Drive bucket-level strategies across X (current), 1–30, 31–60, 61–90, 90+ DPD categories with differentiated playbooks.
- Monitor and govern daily collection dashboards; enforce SLAs and escalation matrices.
- Coordinate with sales, finance, and product teams on billing disputes, reconciliation, and credit note processing.
2. Portfolio Management — Multi-Segment
- Develop and execute customised collection strategies for each portfolio:
- Retail: High-volume, low-ticket — optimise automation and self-cure rates.
- Key Accounts: Relationship-first, senior escalation, structured settlement plans.
- B2B / SME: Invoice-level tracking, disputes management, legal escalation protocols.
- Segment debtors by risk, behaviour, and capacity to pay; deploy targeted intervention strategies.
- Maintain healthy portfolio hygiene — minimise roll-rate between DPD buckets.
- Oversee revenue recognition, provisioning inputs, and bad-debt management aligned with finance policies.
3. AI BOT Calling & Technology-Led Collections
- Lead deployment and optimisation of AI-powered BOT calling campaigns for early-stage and self-cure collections.
- Define BOT call scripts, IVR flows, and escalation logic in collaboration with technology and data science teams.
- Monitor BOT performance — connection rates, PTP (promise-to-pay) conversions, self-cure lift — and iterate continuously.
- Identify use cases for ML-driven propensity models to prioritise human-agent intervention.
- Stay current with emerging collection technologies: conversational AI, speech analytics, WhatsApp-based collections, and NACH/e-mandate automations.
. Contact Centre Operations
- Oversee inbound and outbound contact-centre operations dedicated to collections — headcount planning, shift scheduling, and capacity management.
- Set and monitor agent-level KPIs: call connect rates, RPC (right-party contact), PTP rates, PTP kept %, and resolution TAT.
- Collaborate with training teams to build collection communication excellence, soft-skills frameworks, and compliance adherence.
- Manage third-party collection agency relationships — onboarding, governance, performance review, and contractual compliance.
- Implement quality monitoring (call audits, speech analytics, mystery calling) to maintain service and compliance standards.
5. Stakeholder & Revenue Management
- Act as the primary liaison between AR Collections and senior stakeholders: CFO, Finance Controller, Business Heads, Legal, and Risk.
- Present monthly/quarterly collections MIS, ageing analysis, and recovery forecasts to leadership.
- Partner with product and CX teams to reduce billing errors, onboarding friction, and root-cause drivers of delinquency.
- Collaborate with the legal team on pre-litigation, SARFAESI (where applicable), and NPA management for stressed accounts.
- Drive revenue protection targets — ensure collected cash is applied accurately and in a timely manner.
6. Audit Readiness & Compliance
- Maintain the AR collections function in a state of continuous audit readiness — internal, statutory, and regulatory.
- Ensure full compliance with RBI guidelines, FAIR practices code, and all applicable fintech/NBFC collection regulations.
- Own SOPs, process notes, and control documentation; drive periodic review and version control.
- Manage audit observations, ensure timely closure of action items, and represent collections in audit reviews.
- Implement robust data privacy and consent management practices for all digital collection channels.
- Conduct periodic self-assessments against IRDAI/RBI/internal policy checklists; proactively close gaps.
7. Team Leadership & Development
- Lead, mentor, and develop a high-performing collections team — set clear goals, run performance reviews, and build succession pipelines.
- Foster a culture of accountability, data-driven decision-making, and continuous improvement.
- Drive cross-functional collaboration with risk, finance, legal, technology, and product teams.
Experience — Must Have
- 7-8 years of total experience with minimum 5 years in AR Collections / Credit & Recovery in a fintech, NBFC, or bank.
- Proven track record of managing multi-portfolio collections — Retail + Key Accounts simultaneously.
- Hands-on experience managing or overseeing a collections contact centre (inbound + outbound).
- Direct exposure to AI/BOT-led collection campaigns and digital collections channels.
- Strong familiarity with DPD bucket management and recovery strategies across the full delinquency curve.
- Demonstrated audit readiness — handled internal, statutory, or RBI audits independently.
advantage
What we value in our people:
• You take the Shot: You decide fast and deliver right.
• You are the CEO of what you do: You show ownership and make things happen.
• You own tomorrow: You build solutions for the merchants and do the right thing.
• You sign your work like an artist: You seek to learn and take pride in the work you do.
• You are the Sherpa: You take people along and act in the interest of Pine Labs
• You care with tough love: You empower others and help people grow.
