Director/AD - Lending TeleCollections Strategy in Bangalore, भारत

Are you passionate about solving roadblocks & challenges faced by MSMEs in India?

MSMEs contribute significantly to India’s total GDP. 90% of India’s ~$1 Trillion Retail Market is controlled by Micro, Small & Medium Enterprises (MSMEs). Which means ~$900B worth of commerce flows through these ~60M MSMEs in the form of shops/kiosks/homes, scattered all over the country. We at Khatabook, have a vision to empower MSMEs and help them increase their incomes. We have built a product that brings efficiency in MSME operations by providing them easy to use tools to manage their receivables, inventory and billing which creates transparency in their cash flow. Within the Khatabook platform, we have also enabled the facility to take loans for their short term working capital needs for select Khatabook users that are displaying good credit behavior. Our app has been downloaded over 100 Million times with a monthly active user base of 8 Million+ which are adding 220 Million+ transactions with a transaction value of $18 Billion.

Why work with us?

People are our biggest asset! At Khatabook, every one of us is a dynamic superstar. We have carefully bred an ecosystem which hires nothing but incredibly and exceptionally talented people who can dream, collaborate, experiment, and break new ground. We’re a strong team that looks out for each other.

Your role

We, at Khatabook, are looking for the intersection of credit performance, collections strategy, analytics, AI, digital customer engagement, and business economics . The charter is not simply to run a collections team, but to build a data-driven, technology-enabled and scalable collections engine that improves recoveries while delivering a strong customer experience.

The role will be responsible for defining how Khatabook identifies delinquency risks, prioritizes customers, determines the right intervention, and continuously optimizes the mix of AI, digital and human-led TeleCollections across the collections lifecycle.

Role Overview

The role will focus on building a scalable and intelligent collections strategy across:

1. Portfolio & Segmentation Strategy Develop data-driven segmentation across DPD, risk, customer behaviour, repayment patterns, propensity to pay, and other portfolio signals.

2. AI, Digital & TeleCollections Strategy Build the right balance between AI-led interventions, digital journeys, and human TeleCollections. Define which customers should be served through which channel, at what stage, and with what level of intervention.

3. Treatment & Channel Strategy Design differentiated treatment strategies across pre-due and delinquency buckets, including reminders, payment nudges, AI conversations, digital journeys, tele-calling, and escalation to higher-touch channels where required.

4. Productivity & Economics Continuously improve recovery rates, cure rates, agent productivity, cost-to-collect, channel efficiency, and overall portfolio economics across AI, digital and tele channels.

5. Technology & Analytics Leverage AI/ML, propensity models, CRM, dialers, digital payment journeys, automation, and analytics to improve customer engagement and collections outcomes. What would you do at Khatabook?

• Define and execute Khatabook’s overall Lending Collections strategy

• Build an integrated AI + Digital + TeleCollections operating model across the portfolio

• Continuously evaluate and optimise the right channel mix based on customer behaviour, DPD, risk, propensity to pay, and economics

• Develop bucket-wise and segment-wise treatment strategies across early and late delinquency

• Build customer prioritisation and propensity-to-pay frameworks with Data Science and Analytics teams

• Drive migration of suitable accounts from high-cost human interventions to AI and digital journeys without compromising recovery performance or customer experience

• Improve the effectiveness of TeleCollections through better segmentation, calling strategy, productivity, scripts, incentives, and technology

• Drive experimentation across AI conversations, digital campaigns, payment nudges, calling strategies, frequency, timing, and channel mix

• Build feedback loops to continuously improve AI models, digital journeys, and human collection effectiveness

• Drive adoption of AI calling, CRM, dialers, payment links, WhatsApp and other digital collection capabilities

• Improve collection efficiency, cure rates, roll-forward performance, recovery rates, and cost-to-collect

• Work closely with Credit, Risk, Product, Data Science, Technology, Operations, Customer Experience, and Lending Partner teams

• Use collections insights to identify opportunities to improve underwriting, credit policy, product design, and customer journeys

• Build dashboards and governance mechanisms to track portfolio performance, channel effectiveness, productivity, and economics

• Establish strong customer experience, regulatory, and fair-practice standards across all collection channels

• Build scalable processes and organisational structures to support the growth of the lending portfolio.

  What are we looking for

• 7–15 years of experience in lending, fintech, NBFCs, banking, consumer finance, or credit businesses
• Proven experience in collections strategy, portfolio management, credit strategy, collections analytics, or lending operations
• Strong understanding of delinquency management, DPD buckets, cure rates, roll-rates, recovery, and collections economics
• Experience building or scaling collections strategies across AI, digital, tele-calling, field, or agency channels
• Strong understanding of how to balance recovery outcomes, customer experience, and cost-to-collect
• Strong analytical and problem-solving mindset with the ability to translate portfolio data into business actions
• Experience with analytics, automation, AI/ML, CRM, dialers, and technology-led collections transformation
• Strong strategic thinking combined with hands-on execution capability
• Ability to work closely with Product, Data, Credit, Risk, Technology, and Operations teams
• High ownership, bias for action, and comfort operating in ambiguous environments

Education

• MBA / PGDM from a leading business school preferred

• IIT / IIM background preferred

• Strong academic track record and analytical orientation

Preferred Background

Candidates from fintechs, digital lending platforms, NBFCs, banks, consumer finance, credit cards, or other high-scale lending businesses will be preferred.

Prior experience in a startup or high-growth environment will be a strong advantage. Experience as a founder, co-founder, founding team member, or having directly built a business/function from an early stage will be particularly valued.

Candidates who have demonstrated the ability to improve portfolio outcomes through data, AI, technology, experimentation, and scalable operating models will be particularly relevant.

Why Join Khatabook

• Own the transformation of a large-scale lending collections engine

• Build an AI-first, digital and human-led collections strategy at scale

• Drive a high-impact charter directly influencing portfolio performance and profitability

• Work across lending, payments, merchant commerce, data, AI, product, and risk

• Opportunity to shape one of India’s largest merchant-focused financial ecosystems