We are looking for a Collection & Recovery Strategy Consultant with strong hands-on exposure to collections and recovery operations within banking or financial institutions. The role bridges our debt collection platform with clients real-world collection operations, helping clients turn operational pain points into improved strategies, workflows, system configurations, and measurable recovery outcomes.
This role combines functional consulting, collections operations advisory, workflow optimization, client engagement, system implementation support, and product improvement. The candidate will become a subject matter expert in our platform, including workflow configuration, business rules, segmentation logic, automation capabilities, operational dashboards, and user adoption practices.
The successful candidate will work closely with clients, including onsite observation where required, to understand how collectors, supervisors, collection managers, risk teams, and recovery teams use the system in day-to-day operations. The candidate will identify inefficiencies, underutilized features, process gaps, and improvement opportunities, then recommend practical and data-informed strategies that improve recovery performance, productivity, and customer adoption.
Key Responsibilities
Product & Functional Expertise
- Undergo intensive internal training to master our own debt collection platform, including workflow configurations, business rules, automation logic, segmentation strategies, and operational features
- Develop a strong understanding of how system configurations and workflow designs impact operational efficiency and recovery performance
- Serve as a functional subject matter expert (SME) for internal teams and customers during implementation, optimization, and post-go-live support phases
- Translate operational requirements into clear functional requirements, configuration recommendations, and practical implementation guidance.
Client Operations Advisory
- Observe and understand client's end to end collection operations, user behavior, collection workflows, and management practices in real-world environments
- Evaluate operational inefficiencies, manual workarounds, underutilized features, bottlenecks, and process gaps that affect recovery effectiveness
- Analyze collection performance trends, operational behaviors, and workflow effectiveness using data-driven approaches
- Recommend practical workflow improvements, automation enhancements, segmentation strategies, and operational optimization initiatives to improve collection outcomes
Client Engagement & Consulting
- Conduct workshops, discussions, and presentations with operational users, collection managers, and business stakeholders
- Translate business requirements and operational pain points into effective system configurations and workflow recommendations
- Build trusted relationships with customer stakeholders by acting as a strategic advisor throughout implementation and optimization engagements
- Support user adoption and change management initiatives by helping customers maximize system utilization and operational value
- Present findings and recommendations clearly, including the why, expected operational impact, dependencies, and suggested follow-up actions.
Commercial & Solution Advisory
- Identify opportunities for additional modules, premium features, integrations, analytics capabilities, or workflow enhancements that can improve customer productivity and recovery performance
- Collaborate with Sales, Account Relationship Management, and Support teams in supporting solution positioning and value-based discussions with customers
- Provide operational insights and recommendations that contribute to long-term customer retention and account growth
Product Improvement & Internal Collaboration
- Translate customer feedback, operational observations, and business pain points into clear and actionable recommendations for Product and Engineering teams
- Participate in internal discussions relating to product enhancement priorities, workflow improvements, reporting requirements, and operational best practices
- Contribute to the continuous improvement of implementation methodologies, operational playbooks, and best practice frameworks
Requirements
Must-Have Requirements:-
- Bachelor's degree in Business Analytics, Data Analytics, Finance, Banking, Business, Information Systems, or a related discipline.
- Minimum 5 years of relevant experience in collections operations, collections strategy, banking recovery, recovery operations, collection transformation, or functional consulting for collections/accounts receivable platforms with enormous data volume.
- Direct exposure to banking or financial institution collections/recovery. Candidates from purely corporate banking, general reporting, generic data analytics, or non-FI backgrounds must show strong and relevant collections/recovery domain experience.
- Strong understanding of collection operations, delinquency management, treatment strategy, customer follow-up processes, recovery workflows, portfolio monitoring, and operational performance drivers.
- Demonstrated ability to diagnose operational issues and recommend improvements, not only prepare reports or dashboards.
- Ability to conduct client-facing discussions, workshops, requirement gathering, presentations, and operational walkthroughs.
- Ability to learn complex enterprise software platforms quickly and understand how configuration decisions translate into business outcomes.
- Excellent verbal and written communication skills, with confidence to engage both operational users and executive decision-makers.
- Willingness to travel and spend dedicated time working onsite at customer locations during observation, implementation, and optimization stages.
Good-to-Have Requirements:-
- Experience as a functional consultant, product owner, business analyst, project lead, or operational SME during collections/recovery system implementation or transformation projects.
- Experience with SQL, SAS, Power BI, Excel analytics, dashboards, reporting, predictive scoring, segmentation, or portfolio monitoring.
- Experience preparing BRDs, functional specifications, UAT scenarios, process maps, SOPs, operational playbooks, or training materials.
- Exposure to AI-driven collections, scoring models, digital collections, automated workflow assignment, dialer strategies, payment behavior analysis, or recovery automation.
- Experience working with product, engineering, support, sales, or account management teams to improve product adoption and customer outcomes.
