Collection Head

The Collection Head will be responsible for end-to-end ownership of collection operations at Medius, including strategy design, execution, client management, and team leadership across all lending clients (Banks, NBFCs, Fintechs).

This is a leadership role requiring deep understanding of collection cycles, compliance, performance optimization, and stakeholder management, with accountability for results, scale, and quality.

Key Responsibilities

1. Collection Strategy & Performance

• Design and implement collection strategies across buckets (Early, Mid, Late, NPA, Pre-Litigation).
• Define allocation logic (digital, call-based, field, hybrid).
• Drive improvements in resolution rate, recovery %, roll-back, and cure ratios.
• Continuously refine scripts, nudges, escalation matrices, and follow-up logic.
• Ensure strict adherence to RBI, TRAI, and client compliance guidelines.

2. Key Account Management

• Act as the single point of ownership for all key clients.
• Manage weekly/monthly reviews, MIS discussions, and performance escalations.
• Understand each client’s risk appetite, policy nuances, and business priorities.
• Coordinate with clients on new pools, pilots, process changes, and scale-ups.
• Ensure zero tolerance on compliance breaches or reputation risks.

3. Team Building & People Management

• Build, train, and manage collection managers, team leaders, agents, and field teams.
• Define KPIs, incentive structures, productivity benchmarks, and quality standards.
• Conduct regular performance reviews, coaching, and corrective actions.
• Create a high-ownership culture with accountability at every level.
• Plan manpower for growth, seasonality, and new client onboarding.

4. Process, MIS & Control

• Own daily, weekly, and monthly MIS across all clients.
• Track call quality, disposition accuracy, follow-up adherence, and conversion funnels.
• Work closely with tech/product teams to improve CRM workflows, automation, and analytics.
• Ensure audit readiness for internal reviews, client audits, and regulatory checks.

5. Business & Growth Support

• Support the leadership team in new client pitches, RFPs, and pilots.
• Help structure commercial models aligned with recovery performance.
• Identify opportunities for upselling additional collection, legal, or recovery services.
• Actively track industry trends, regulations, and best practices in collections.

Key Skills & Competencies

• Strong understanding of retail lending products (PL, CC, LAP, TW, etc.).
• Proven ability to scale collections across multiple clients simultaneously.
• Excellent client communication and escalation handling skills.
• Deep knowledge of compliance, regulatory frameworks, and ethical collections.
• Data-driven mindset with comfort in MIS, dashboards, and performance analytics.
• Strong leadership, decision-making, and ownership mindset.

Preferred Background

• Prior experience as Collection Head / Regional Head / Senior Collection Manager at:
• NBFCs, Banks, Fintechs, or Large Collection Agencies.

• Experience managing large teams (50–500+) across call and field operations.
• Exposure to multi-client environments is a strong advantage.