Manager - Collections Strategy & Planning

About PhonePe Limited:

Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore. 

PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are 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.

Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch 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

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity,  ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of  gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.

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