IT & Compliance - DSMG - Retail MFB - Strategy - Mumbai - Lodha (I-Think Techno Campus) - JM

• Lead the implementation and enhancement of Loan Management Systems (LMS), Collection Management Systems (CMS), and CRM tools for improved operational efficiency.
• Develop and execute automation projects for digital collections, including AI-based predictive models, self-service payment portals, and automated follow-ups (SMS, WhatsApp, IVR, Email, App Notifications).
• Ensure seamless integration with digital payment solutions (UPI, Net Banking, NACH, Auto-Debit, and Payment Gateways) to facilitate smooth recoveries.
• Collaborate with IT teams to enhance cybersecurity and data security measures for collections platforms.

• Define and document business requirements for collections-related IT systems in collaboration with stakeholders.
• Work with IT, operations, and collections teams to draft BRDs for new system developments and enhancements.
• Ensure UAT (User Acceptance Testing) and successful deployment of IT solutions, ensuring alignment with business

• Monitor post-implementation system performance and recommend upgrades or optimizations.

• Ensure strict compliance with Digital and Non-Digital RBI/NBFC guidelines for collections and ethical recovery practices.
• Establish audit mechanisms and governance frameworks for collections to mitigate legal and reputational risks.
• Work closely with legal teams for regulatory filings, dispute resolution, and customer grievance management.
• Monitor and enforce data privacy and cybersecurity measures in accordance with regulatory standards.

• Develop an optimized manpower strategy across field collections, tele-calling, legal recovery, and digital collections.
• Implement AI-driven workforce allocation models to enhance productivity and reduce costs.
• Define KPI-based performance management frameworks to assess collection agent efficiency.
• Develop and conduct training programs for collection agents on compliance, digital tools, and customer negotiation techniques.
• Engage with third-party collection agencies to optimize external recovery support.

• Develop and manage the annual budget for collections, IT upgrades, legal expenses, and workforce costs.
• Optimize cost structures by identifying cost-effective recovery methods and digital collection strategies.
• Track and analyze collection costs vs. recovery rates to maximize profitability.
• Coordinate with finance teams for effective allocation and utilization of collection funds.

• Develop a performance-based incentive structure for field collection teams, tele-callers, and agency partners.
• Implement data-driven incentive models based on Collection Efficiency (CE), Roll-Back Performance, and Legal Resolution Metrics.
• Design an automated incentive tracking system integrated with the collection dashboard.
• Ensure that the incentive structure is aligned with compliance policies and does not encourage aggressive recovery tactics.

• Develop and manage real-time dashboards for tracking collection efficiency, delinquency trends, and workforce performance.
• Generate and present MIS reports, KPI analysis, and trend forecasting to senior management.
• Provide insights on root causes of slippages and corrective actions to improve portfolio quality.

Tata Capital