Manager, Collections Strategy & Planning

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

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At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right  environment for you is just one of the things we do. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

Responsible for managing the day-to-day activities of the collection strategy team for merchant and consumer lending. This role requires a deep understanding of debt collection strategies across various channels (tele-calling, field, and digital), a strong grasp of collection and recovery metrics (including NPA), and the ability to analyze data to identify trends, perform root cause analysis (RCA), and drive performance improvements. The ideal candidate will be a data-driven problem solver with excellent communication and collaboration skills.

Responsibilities:

• Strategy Execution & Monitoring: Implement and monitor collection strategies across different loan products (merchant and consumer), ensuring alignment with overall business objectives. This includes optimizing strategies for different delinquency buckets.
• Channel Management: Oversee the performance of various collection channels (telecalling, field agents, legal, and digital channels like SMS, email, WhatsApp, in-app notifications). Analyze channel effectiveness and recommend improvements.
• Data Analysis & Reporting: Analyze collection performance data, identify key trends, and provide regular reports on key metrics such as roll rates, recovery rates, NPA, and collection efficiency. Develop dashboards and visualizations to track performance.
• Root Cause Analysis (RCA): Conduct thorough root cause analysis for missed performance targets, identify contributing factors, and recommend corrective actions. Collaborate with other teams to implement solutions.
• Strategy Optimization: Continuously evaluate and refine collection strategies based on data analysis, market trends, and regulatory changes. Propose and implement new strategies to improve recovery rates and reduce losses.
• Vendor Performance Management: Monitor their performance against agreed-upon KPIs, conduct regular reviews, and ensure compliance with company policies and regulations.
• Collaboration: Work closely with other teams, including product, technology, risk, and operations, to ensure seamless execution of collection strategies.
• Compliance: Ensure all collection activities comply with regulatory guidelines and company policies. Stay updated on changes in regulations related to debt collection.
• Documentation: Maintain detailed documentation of collection strategies, processes, and performance metrics.

Required Skills and Experience:

• Bachelor's degree
• Minimum of 6-8 years of experience in collections strategy or a related analytical role, preferably in Banking/NBFC.
• Strong understanding of debt collection strategies and best practices, including telecalling, field collections, legal processes, and digital collection channels.
• In-depth knowledge of collection and recovery metrics, including NPA, roll rates, recovery rates, and collection efficiency.
• Proficiency in data analysis tools and techniques
• Excellent analytical and problem-solving skills. Ability to identify trends, conduct RCA, and develop data-driven solutions.
• Strong communication and interpersonal skills. Ability to collaborate effectively with cross-functional teams.
• Knowledge of regulatory guidelines and compliance requirements related to debt collection.
• Experience with merchant lending and consumer lending is a plus.

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

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