Collections Lead, India

Branch Overview

Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, and India, Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility. With over 49 million downloads, Branch is one of the most popular finance apps in the world.

Branch’s mission-driven team is led by the founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced our Series C and had garnered more than $100M in funding with investments from leading Silicon Valley firms, including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).

We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive.

Job Summary

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.