IT & Compliance - DSMG

Key Responsibilities:

1. IT & System Implementation for Collections

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

2. Business Requirement Document (BRD) Preparation & Implementation

• Define and document business requirements for collections IT systems in coordination with stakeholders.
• Draft BRDs for system enhancements and new developments in collaboration with IT, operations, and collections teams.
• Oversee User Acceptance Testing (UAT) and ensure successful deployment of solutions aligned with business goals.
• Monitor system performance post-deployment and recommend optimizations.

3. Compliance & Regulatory Adherence

• Ensure strict adherence to RBI/NBFC guidelines for both digital and non-digital collections.
• Establish internal audit and governance frameworks to manage legal and reputational risks.
• Collaborate with legal teams on regulatory filings, dispute resolution, and grievance handling.
• Enforce data privacy and cybersecurity protocols in accordance with regulatory standards.

4. Manpower Planning & Workforce Efficiency

• Develop efficient manpower strategies for field collections, tele-calling, legal recovery, and digital operations.
• Implement AI-based workforce allocation models to maximize productivity and reduce costs.
• Define KPI-driven performance frameworks for monitoring and improving agent performance.
• Conduct training programs on compliance, digital tools, and customer negotiation.
• Manage engagement with third-party collection agencies for external recovery support.

5. Budget Planning & Cost Optimization

• Prepare and manage the annual collections budget, including IT investments, legal costs, and workforce expenses.
• Identify cost-effective recovery methods and leverage digital strategies for cost savings.
• Analyze collections cost vs. recovery rates and coordinate with finance teams for optimal fund utilization.

6. Incentive Structure Design & Performance Management

• Design performance-based incentive structures for in-house teams and agency partners.
• Use data-driven models for incentives based on:
• Collection Efficiency (CE)
• Roll-Back Metrics
• Legal Resolution Performance
• Develop automated incentive tracking integrated with dashboards.
• Align incentives with compliance standards to avoid unethical recovery practices.

7. Performance Monitoring & Reporting

• Create and manage real-time dashboards to monitor:
• Collection performance
• Delinquency trends
• Workforce efficiency
• Generate and present MIS reports, KPI analyses, and forecasting insights to senior leadership.
• Provide root cause analysis of slippages and suggest corrective actions.

Key Skills & Competencies:

• Proven expertise in IT-driven collections, system implementation, and BRD documentation.
• Strong understanding of RBI/NBFC collection regulations, compliance standards, and risk mitigation practices.
• Proficient in performance analytics, reporting tools, and digital collection technologies.
• Excellent leadership, stakeholder management, and cross-functional collaboration skills.