Director/AD - Lending TeleCollections Strategy

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 roleWe, 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 OverviewThe role will focus on building a scalable and intelligent collections strategy across:1. Portfolio & Segmentation StrategyDevelop data-driven segmentation across DPD, risk, customer behaviour, repayment patterns, propensity to pay, and other portfolio signals.2. AI, Digital & TeleCollections StrategyBuild 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 StrategyDesign 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 & EconomicsContinuously improve recovery rates, cure rates, agent productivity, cost-to-collect, channel efficiency, and overall portfolio economics across AI, digital and tele channels.5. Technology & AnalyticsLeverage 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 strategyBuild an integrated AI + Digital + TeleCollections operating model across the portfolioContinuously evaluate and optimise the right channel mix based on customer behaviour, DPD, risk, propensity to pay, and economicsDevelop bucket-wise and segment-wise treatment strategies across early and late delinquencyBuild customer prioritisation and propensity-to-pay frameworks with Data Science and Analytics teamsDrive migration of suitable accounts from high-cost human interventions to AI and digital journeys without compromising recovery performance or customer experienceImprove the effectiveness of TeleCollections through better segmentation, calling strategy, productivity, scripts, incentives, and technologyDrive experimentation across AI conversations, digital campaigns, payment nudges, calling strategies, frequency, timing, and channel mixBuild feedback loops to continuously improve AI models, digital journeys, and human collection effectivenessDrive adoption of AI calling, CRM, dialers, payment links, WhatsApp and other digital collection capabilitiesImprove collection efficiency, cure rates, roll-forward performance, recovery rates, and cost-to-collectWork closely with Credit, Risk, Product, Data Science, Technology, Operations, Customer Experience, and Lending Partner teamsUse collections insights to identify opportunities to improve underwriting, credit policy, product design, and customer journeysBuild dashboards and governance mechanisms to track portfolio performance, channel effectiveness, productivity, and economicsEstablish strong customer experience, regulatory, and fair-practice standards across all collection channelsBuild 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 businessesProven experience in collections strategy, portfolio management, credit strategy, collections analytics, or lending operationsStrong understanding of delinquency management, DPD buckets, cure rates, roll-rates, recovery, and collections economicsExperience building or scaling collections strategies across AI, digital, tele-calling, field, or agency channelsStrong understanding of how to balance recovery outcomes, customer experience, and cost-to-collectStrong analytical and problem-solving mindset with the ability to translate portfolio data into business actionsExperience with analytics, automation, AI/ML, CRM, dialers, and technology-led collections transformationStrong strategic thinking combined with hands-on execution capabilityAbility to work closely with Product, Data, Credit, Risk, Technology, and Operations teamsHigh ownership, bias for action, and comfort operating in ambiguous environmentsEducationMBA / PGDM from a leading business school preferredIIT / IIM background preferredStrong academic track record and analytical orientationPreferred BackgroundCandidates 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 KhatabookOwn the transformation of a large-scale lending collections engineBuild an AI-first, digital and human-led collections strategy at scaleDrive a high-impact charter directly influencing portfolio performance and profitabilityWork across lending, payments, merchant commerce, data, AI, product, and riskOpportunity to shape one of India’s largest merchant-focused financial ecosystems