Collections Lead

As a Team Lead Collections at Branch International, you will own and drive end-to-end collections programs and campaigns across in-house and third-party collection partners. 
This is a B3-level role focused on strategic ownership, project execution, and stakeholder management, with direct accountability for improving delinquencies, optimizing cost-to-collect, and ensuring compliance at scale.
You will manage complex collections initiatives—from campaign design and vendor strategy to execution tracking and post-launch optimization—while mentoring junior analysts and acting as a key thought partner to Product, Tech, Compliance, and Legal teams. This role requires a strong blend of data-driven problem solving, vendor leadership, and program management.

Responsibilities
1. End-to-End Collections Program & Campaign Ownership

• Own design, execution, and optimization of multiple collections campaigns across delinquency buckets (early, mid, late, write-off).
• Translate business objectives into clear project plans, including scope, timelines, KPIs, risks, and success metrics.
• Drive pilot programs and scale successful initiatives across portfolios and geographies.
• Lead bucket-level strategy including allocation logic, payout structures, channel mix, and treatment optimization.
• Conduct post-campaign deep dives to assess impact on net flows, roll rates, delinquencies, and cost efficiency.

2. Agency Strategy, Governance & Performance Leadership

• Own the agency ecosystem strategy including onboarding, allocation, performance governance, and exits.
• Lead agency weekly performance reviews, performance calibrations, and payout discussions.
• Define and track clear success metrics for agencies including productivity, quality, compliance, and customer experience.
• Make data-backed recommendations on vendor selection, allocation optimization, and incentive redesign.
• Ensure agencies consistently adhere to Branch and govt. body compliance standards, scripts, and regulatory requirements.

3. Data-Driven Decision Making & Advanced MIS

• Define the north-star metrics for collections performance across buckets and channels.
• Own advanced MIS dashboards covering:
• Net flows & recovery curves
• Roll rates & delinquency movement
• Agency-level ROI & cost-to-collect
• Campaign-wise performance vs control groups
• Use data to proactively identify risks, inefficiencies, and opportunities for automation or process improvement.
• Partner with Analytics / Data teams to improve data availability, accuracy, and self-serve reporting.

4. Cross-Functional Stakeholder Management

• Act as the collections SPOC for cross-functional projects with Product, Tech, Compliance, Legal, and Customer Support.
• Lead collections workstreams for new product launches, policy changes, or system enhancements.
• Influence roadmap prioritization by articulating collections impact, trade-offs, and operational feasibility.
• Manage escalations thoughtfully, balancing customer experience, risk, and recovery outcomes.

5. Process Excellence, Compliance & Quality Assurance

• Own documentation and continuous improvement of collections SOPs, QA frameworks, and governance models.
• Design and monitor QA mechanisms to ensure script adherence and ethical collections practices.
• Identify gaps in processes or controls and lead remediation initiatives end-to-end.
• Stay updated on regulatory requirements and ensure readiness for audits and reviews.

6. Team Leadership & Capability Building

• Mentor and guide junior analysts and campaign managers.
• Review analyses, challenge assumptions, and raise the overall bar on problem solving and execution quality.
• Foster a culture of ownership, accountability, and continuous improvement within the collections team.

Qualifications - Must Have

• 4–7 years of experience in collections, risk , or analytics (Fintech / NBFC / Lending preferred).
• Proven experience owning projects or programs end-to-end, not just reporting or execution.
• Strong understanding of collections metrics: roll rates, net flows, delinquency buckets, cost-to-collect, vendor ROI.
• Advanced Excel skills with the ability to independently analyze large datasets and present insights.
• Excellent stakeholder management and communication skills, including senior leadership interactions.
• Demonstrated ability to drive change, improve processes, and lead initiatives independently.

Good to Have

• Experience managing multiple third-party collection agencies at scale.
• Exposure to SQL / dashboards / BI tools.
• Experience working in fast-paced, ambiguous environments or early-stage fintechs.
• Prior people management or mentoring experience.

Benefits of Joining

• Competitive salary and equity package
• Fast-paced, collaborative, and high-autonomy work culture
• Hybrid work setup designed for flexibility and work-life balance
• Fully paid group medical insurance and personal accident insurance
• Generous paid time off, plus company-declared public holidays
• Fully paid parental leave for fathers and non-birthing parents (12 weeks), in addition to 26 weeks of statutory maternity leave
• Monthly WFH stipend, along with a one-time home office setup budget
• $500 annual professional development budget
• Quarterly social meet-ups and sponsored monthly team lunches