About this role

Job Requirements

Role/ Job Title: Strategy Manager - Debt Management (Projects & Transformation)

Function/ Department: Debt Management-Flows

Job Purpose:

The role is responsible for driving strategic and digital transformation initiatives across the Collections and Debt Management function covering Retail Loans and Credit Cards. The incumbent will manage end-to-end project lifecycle from requirement gathering, business analysis, feasibility assessment, BRD preparation, stakeholder management, development tracking, UAT sign-off, production rollout, and post-implementation monitoring.

The role requires close collaboration with Business, Product, Technology, Operations, Compliance, Risk, Analytics, Legal, and external partners to deliver process improvements, automation initiatives, system enhancements, and customer experience transformations. The individual will also be responsible for measuring project benefits, tracking business outcomes, and presenting project updates and achievements to senior management.

Roles & Responsibilities:

- Project Management & Delivery- Manage end-to-end delivery of collections and debt management projects across Loans and Credit Cards.
- Drive project lifecycle from ideation, requirement gathering, solution design, development, testing, production deployment, and benefits realization.
- Coordinate with business stakeholders to understand requirements and convert them into detailed functional specifications.
- Conduct feasibility assessments with Technology, Product, Operations, Compliance, and Risk teams before project initiation.
- Ensure timely execution of projects through effective governance, tracking, issue resolution, and stakeholder management.
- Prepare project plans, timelines, RAID logs, dependency trackers, and implementation schedules.
- Track project milestones and ensure adherence to committed timelines.
- Business Analysis & Documentation- Prepare detailed Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), process notes, user stories, and business workflows.
- Conduct requirement workshops and discussions with multiple stakeholders.
- Map current and future-state business processes and identify automation opportunities.
- Define business rules, exception handling, operational workflows, and success metrics.
- Ensure requirements are clearly documented and understood by all stakeholders.
- Stakeholder Management- Liaise with Business, Operations, Technology, Product, Compliance, Legal, Risk, Analytics, and Vendor teams for project execution.
- Facilitate discussions to resolve business and technical dependencies.
- Provide regular project status updates to leadership and stakeholders.
- Manage project escalations and ensure timely closure of risks and issues.
- Testing & Implementation- Prepare UAT scenarios, test cases, and test data requirements.
- Coordinate and execute User Acceptance Testing (UAT).
- Track defects and ensure closure before production deployment.
- Obtain required business sign-offs and approvals prior to go-live.
- Support production release activities and stabilization period post implementation
- Production Monitoring & Benefit Realization- Monitor project performance post go-live and address production issues.
- Analyze project outcomes against defined success metrics and business benefits.
- Track process efficiency improvements, productivity gains, collections performance impact, customer experience improvements, and cost optimization achieved through implemented initiatives.
- Identify enhancement opportunities and continuous improvement areas.
- MIS, Governance & Reviews- Prepare project dashboards, governance reports, management updates, and review presentations.
- Develop executive presentations highlighting project status, achievements, business impact, risks, and future roadmap.
- Present project outcomes and strategic initiatives to senior leadership during business review forums.
- Maintain project documentation repository and audit-ready records.
- Regulatory & Compliance- Ensure all project implementations comply with regulatory, audit, information security, and internal policy requirements.
- Collaborate with Compliance, ORM, ISG, and Legal teams during project execution wherever applicable.
- Ensure proper controls and governance are incorporated into collection processes and system enhancements.

Education Qualification:

MBA or PGDM (Operations / Systems/ Analytics)

Experience: 3 to 4 years of relevant experience in

- Collections / Debt Management Projects
- Banking, NBFC, Fintech, Credit Card, or Retail Lending domain
- End-to-end project management and delivery
- Technology implementation projects
- Exposure to Collection Systems, CRM platforms, Salesforce, Dialers, Digital Collections, Payment Platforms, Workflow Systems, or Loan Management Systems.
- Experience in automation, customer journey transformation, self-service channels, collections analytics, or digital collections initiatives.