Connected for Scale

Collections requires a coordinated response as borrower circumstances and repayment behaviour change. Calls, IVR, digital bots, field visits and legal recovery each play a distinct role. The strategic opportunity is to connect these channels so that each interaction informs the next action.

Led the Collections product portfolio across India and MENA, with responsibility for product strategy, portfolio priorities, and building and leading the Product Management team.

Defined an omnichannel collections strategy that connected borrower engagement across calls, IVR, digital bots and field visits, with legal recovery planned as a further extension. Next-best-action orchestration used borrower history and responses across channels to inform subsequent engagement.

Campaign planning translated different allocations into targeted collection strategies, connecting planning with execution and feedback.

The platform also supported discovery and online engagement with collection vendors and agencies, alongside allocation-file assignment. This extended the portfolio beyond borrower outreach to the coordination required between lenders and their collection partners.

Together, these capabilities established a direction for managing collections across channels and partners, supporting both standalone products and integrated collections journeys.

Built and led the Product Management team, translating the Collections strategy into product ownership, roadmap priorities and coordinated execution across India and MENA.

Balanced immediate lender requirements with investment in reusable capabilities across the portfolio. This required deciding which needs belonged in individual products, which warranted shared platform investment and how to sequence delivery across interconnected offerings.

Aligned Product, Engineering, business and operations around these choices, making dependencies and trade-offs explicit. The aim was to grow the portfolio while maintaining a coherent collections experience across channels, agencies and lender workflows.

The Collections business expanded across India and MENA, with the lender client base growing fourfold and revenue nearly doubling.

Product leadership supported this growth through a broader portfolio, connected omnichannel collections capabilities and a Product Management team equipped to lead individual offerings within a shared strategy.

The work combined three dimensions of leadership: building products, developing the product organisation and directing portfolio investment toward business growth.