Collections Manager

About Skit.ai

Skit.ai is the pioneer Conversational AI company transforming collections with omnichannel, GenAI-powered assistants. Skit.ai's Collection Orchestration Platform — the world's first solution of its kind — streamlines collection conversations by syncing channels and accounts. Skit.ai's Large Collection Model (LCM), a collections-focused LLM, powers the strategy engine to optimize interactions, enhance customer experiences, and boost bottom lines for enterprises. Skit.ai has received several awards and recognitions, including the BIG AI Excellence Award 2024, Stevie Gold Winner 2023 for Most Innovative Company by The International Business Awards, and Disruptive Technology of the Year 2022 by CCW. Skit.ai is headquartered in New York City, NY. Visit https://skit.ai/

Job Title: Collections Manager – India

Location: Mumbai (100% Work From Office)

Shift: As per India collections portfolio

Role Overview:

As the Collections Manager – India at Skit.ai, you will drive recovery outcomes across assigned unsecured retail portfolios — credit cards, personal loans, BNPL, and other consumer lending products. You will design and execute omnichannel, digital-first borrower engagement strategies (SMS, WhatsApp, Voice AI, email), optimize campaign performance, and manage operational KPIs to maximize recovery rates, roll-back, and margins — all while ensuring strict compliance with RBI and Indian regulatory norms.

This role requires a professional with deep experience in Indian collections and contact-centre operations, able to translate data-driven insights into scalable, bucket-wise strategies. You will report to the Head of Collections and collaborate closely with Operations, Portfolio Management, Data Science, Compliance, and Product teams.

Key Responsibilities

Collections Strategy & Execution

• Develop and implement borrower engagement frameworks across SMS, Email, WhatsApp, Voice Bots, and AI/ML-based segmentation, tailored to portfolio and delinquency bucket.
• Own campaign execution across digital channels, aligning with portfolio strategy, lender/client expectations, and regulatory limits.
• Design bucket-wise strategies (early-stage/X-bucket, 1–30, 30–60, 60–90, and late-stage/NPA) across credit cards, personal loans, BNPL, and other unsecured products.
• Drive digital-first collections with measurable improvement in recovery %, resolution rate, roll-back/roll-forward, bounce reduction, and contactability.
• Collaborate with tech/product teams to enhance dialer systems, workflow automation, and multi-channel orchestration.

Portfolio & Performance Management

• Own portfolio-level KPIs — resolution rate, PTP and PTP-kept rate, RPC/connect rate, flow rates, cost-to-collect, and recovery against targets.
• Monitor digital campaign metrics for productivity and cost-efficiency across lenders/clients.
• Run A/B testing and optimization to improve connect rates, PTP rates, and recovery margins.
• Build and review dashboards for portfolio and campaign health; recommend and review content/message templates for compliant, effective engagement.

Compliance & Regulatory (India)

• Ensure all collections activity complies with RBI Fair Practices Code and Recovery Agent guidelines (8:00 AM–7:00 PM calling window, no harassment/coercion, borrower dignity), RBI Digital Lending Guidelines, RBI Master Directions on Outsourcing, DPDP Act 2023, TRAI/TCCCPR for SMS & voice, IT Act 2000, Consumer Protection Act 2019, and SARFAESI awareness where relevant.
• Provide legal/regulatory feasibility assessments for proposed collection strategies and templates; escalate compliance risk proactively.

Collaboration & Leadership

• Partner with Business Analysts and Data Science teams to define problem statements and optimize campaign performance.
• Share best practices and success patterns with client/lender leadership.
• Collaborate with R&D and Product stakeholders to influence the roadmap for collections performance and automation.
• Coach and guide team members and vendor/agency partners toward compliant, high-performing execution.

Qualifications

• 5+ years of experience in collections, preferably in financial services (banks/NBFCs/fintechs) or contact-centre operations, with strong exposure to credit cards, personal loans, BNPL, and other unsecured retail portfolios.
• Solid understanding of bucket-wise collections strategy, campaign management, customer engagement, and data-driven optimization.
• Strong knowledge of Indian collections regulations: RBI Fair Practices Code, Recovery Agent guidelines, Digital Lending Guidelines, DPDP Act 2023, TRAI/TCCCPR, IT Act, and Consumer Protection Act.
• Hands-on experience with digital communication tools — SMS, WhatsApp, email platforms, and voice automation/bots.
• Ability to interpret performance metrics and run A/B testing frameworks.
• Excellent cross-functional collaboration skills across tech, product, analytics, and compliance.
• Analytical mindset with a passion for using data to drive business results.

Preferred / Nice to Have

• Exposure to AI/bot-assisted and omnichannel collections platforms; experience across multiple lenders/clients in a BPO/agency or in-house setup; familiarity with dialer platforms and speech/interaction analytics.

Why Join Us?

• Lead digital transformation in collections at the category pioneer.
• Work with industry experts in AI and automation.
• Collaborative, innovative work environment.
• Make a measurable impact on customer experience and business outcomes.