Lead - Collections Strategy & Operations

About us

We are an AI-first collections agency, built for how recovery actually works in India today. We run voice AI, WhatsApp bots and digital channels alongside a trained human tele-calling, and we decide — account by account — which combination will actually get a customer to pay. We work with banks, NBFCs and new-age lenders across the full delinquency curve: pre-due and Bucket X, Bucket 1 through Bucket 3, and NPA / written-off recovery. Today we serve 130+ clients, operate pan-India, and — unusually for a company at this stage — we are profitable and growing without burning capital.

Ignosis is India's enterprise-first Account Aggregator infrastructure and financial data intelligence platform, backed by Peak XV's Surge, Groww Founders' Fund, Razorpay Ventures, Force Ventures and Kunal Shah (Founder, CRED). Their platform powers income verification, repayment-intent scoring and collections intelligence for BFSI institutions — exactly the kind of data layer that makes genuinely propensity-led collections possible.

Our partners and clients include some of the sharpest names in Indian fintech infrastructure.

Why This Role Is Different

This is a founding team hire, not a slot in an existing org chart.

Most collections strategy roles hand you a playbook someone else wrote and a dialer someone else configured. Here, the playbook does not exist yet. You will write it — and then build the team that runs it.

• You own the charter. Collections strategy across every portfolio and every channel is yours to define, defend and deliver. Nobody above you will be quietly redesigning your segmentation.
• You build the team. You start hands-on and hire your own strategy and portfolio analysts as the book grows. How that pod is structured is your call.
• You shape the product. Our voice AI and WhatsApp stack is being built in-house, right now. Your calls on flows, scripts, intent handling and allocation logic go straight into the roadmap — not into a vendor's ticket queue.
• Clear path to leadership. We are deliberately not capping this role with a title today. Deliver on the charter and this becomes a Head of Strategy & Operations mandate. That is the intent, and we will be direct with you about the milestones.
• Real scale, real stability. 130+ clients, pan-India operations, and a profitable business. Startup ownership without startup runway anxiety.

What You'll Own

• End-to-end portfolio strategy. Segment every client portfolio by DPD bucket, product, ticket size, geography, vintage and payment behaviour, and design differentiated treatment paths across the full lifecycle — pre-due and Bucket X, through Bucket 1–3, to NPA and written-off recovery.
• The channel mix, end to end. Decide which accounts go to voice AI, WhatsApp bot, IVR, SMS and payment links versus human tele-callers and field agents — including contact intensity, timing, language, messaging, and the rules for escalating from bot to human and back.
• Client outcomes. Carry the number. Resolution and recovery rates, roll-forward and roll-back movement, kept-PTP rates and monthly targets, per client. Run the review cadence with bank and NBFC stakeholders and course-correct fast when a portfolio drifts.
• Cost-to-collect and unit economics. Own cost per resolution, AI-to-human deflection, agent productivity and capacity planning so outcomes land inside the contracted fee percentage — and improve that margin quarter on quarter.
• The product roadmap for collections. Translate strategy into requirements for the voice AI, bot and engineering teams: call flows, objection and intent handling, disposition taxonomy, allocation and dialer logic, data feeds. Run structured champion–challenger and A/B tests, and feed results back into both the tech and the human playbook.
• Implementation and governance. Configure allocation and workflows in the collections system, run the daily operating rhythm with tele and field teams, and keep every channel — AI included — compliant with RBI Fair Practices Code, recovery agent guidelines, DPDP and client audit requirements.
• Team building. Hire, train and lead the strategy pod, and set the standard for how portfolio reviews, experiments and MIS are run across the company.

What We're Looking For

• 4–6 years in collections strategy at a tech-first or digital-first collections agency, fintech, NBFC or bank — with hands-on ownership of multiple portfolios, not a single product line.
• You have personally built segmentation and treatment strategies across the delinquency curve, and can talk fluently about roll rates, flow rates, resolution curves and cost-to-collect economics.• Strong data orientation. SQL and advanced Excel are non-negotiable; comfort with propensity models and scorecard-driven allocation is a big plus.
• Practical experience with dialers, collections CRMs, WhatsApp BSPs and voice AI or bot platforms — and the ability to write clear requirements for a product and engineering team.
• Client-facing maturity to run bank and NBFC reviews, MIS discussions and audits independently.
• Working knowledge of RBI collections and recovery agent guidelines, with instincts for keeping automated channels compliant.
• An operator's temperament: you design the strategy, then sit with the floor until it works. Comfortable with ambiguity, allergic to hand-offs.

What Success Looks Like in Year One

• A documented, data-backed treatment strategy live across every portfolio we handle, replacing intuition with segmentation.
• Measurable lift in resolution rates and a measurable drop in cost-to-collect, portfolio by portfolio.
• A meaningfully higher share of resolutions closed by AI and digital channels without human intervention.
• A functioning experimentation cadence — champion–challenger running continuously, with learnings shipping into the product.
• A strategy pod hired and running, with you leading it.

At Ignosis, a funded company with strong investor backing, you'll have the opportunity to make a significant impact. Be part of our transformative journey. To apply, send your resume to careers@ignosis.ai.

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