Job Title

Company Overview:GoodScore is India’s fastest-growing credit score management platform, empowering 5M+ Indians to improve and manage their credit health. Backed by RBI-authorized bureaus like Experian and CRIF High Mark, our platform offers personalized insights, repayment solutions, and direct access to financial products — all in one app.As we scale our credit repayment marketplace, we’re looking for motivated professionals with strong sales and collections experience to help drive performance, manage portfolio health, and lead high-performing teams.Role Overview:As an Operations Associate – Credit & Collections, you will lead a team of 15–25 credit advisors focused on improving recovery rates, optimizing repayment plans, and engaging with users across multiple due stages. Your role involves portfolio management, team oversight, performance tracking, and driving resolution through strategic actions.Key Responsibilities:Portfolio Oversight: Manage collections performance across different DPD buckets through a team of advisors and callers, ensuring timely recovery and resolution.Vendor & Resource Management: Monitor and ensure adequate infrastructure, manpower, and adherence to agreed SLAs across internal teams and third-party vendors.Strategy & Segmentation: Develop and execute collection strategies tailored by vintage, region, and segment. Identify and act on critical segments needing legal or hardship intervention.Performance Tracking: Track daily/weekly/monthly metrics (bucket-wise performance, resolution rate, cost per collection, talk time, recovery % etc.). Create actionable insights to improve team efficiency.Team Management: Train, mentor, and drive a target-oriented culture within the collections team. Conduct regular performance reviews with agents and supervisors.Process Compliance: Ensure 100% adherence to company SOPs, audit guidelines, compliance policies, and customer satisfaction standards. Monitor escalations and ensure timely resolution.Reporting & Forecasting: Maintain accurate MIS and share weekly dashboards with leadership. Report cost provisions, escalate red flags, and coordinate with Finance and Business for accurate budgeting.Expansion Planning: Identify upcoming growth markets and align operational plans with the business team. Raise sourcing quality concerns early in new geographies to maintain portfolio hygiene.Innovation & Benchmarking: Participate in cross-functional discussions to implement new collection treatments. Benchmark with industry peers and apply competitive ideas to improve resolution, recovery rates, and cost efficiency.What We’re Looking For:2–4 years of experience in collections, credit operations, or field collections with team managementStrong knowledge of repayment buckets, DPD cycles, and debt recovery strategiesExcellent proficiency in Excel (Pivot, VLOOKUP, MIS reporting)Demonstrated experience handling vendors or leading tele-calling/field collections teamsHands-on understanding of regulatory and audit compliance frameworksStrong analytical thinking, problem-solving mindset, and ability to work in fast-paced environmentsEffective communication, leadership, and decision-making skillsPrior experience in NBFCs, FinTechs, Banks, or collection agencies preferredB.Tech or MBA preferredWhat’s in It for You?Lead collections for India’s first credit repayment marketplaceWork directly with the founders and business headsAccelerated growth track to Senior TL / Account Manager rolesBuild from the ground up in a dynamic, high-ownership environmentDrive tangible user and business outcomes while scaling operations