Senior Manager - Accounts Receivable Collections

About the job

We at Pine Labs are looking for those who share our core belief - 'Every Day is Game day'. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Role Purpose
We are looking for a high-calibre Senior Manager to anchor our Accounts Receivable Collections function across all portfolio segments. The incumbent will own end-to-end collection operations — from first-touch outreach through final resolution — spanning Retail, Key Accounts, and SME/B2B books across all DPD (Days Past Due) buckets.

This is a dual mandate role: maintain BAU (Business-as-Usual) excellence while spearheading next-generation capabilities including AI BOT calling, intelligent contact-centre operations, and analytics-driven portfolio management. The Senior Manager will be the single point of accountability for collection efficiency, revenue protection, and audit readiness across all AR books.

Responsibilities we entrust you with
1. BAU Collections Management
Own daily, weekly, and monthly collections targets across all AR portfolios — Retail, Key Accounts, and B2B/SME segments.
allocation → outreach → promise-to-pay → recovery → write-off governance. Manage end-to-end collections lifecycle:
Drive bucket-level strategies across X (current), 1–30, 31–60, 61–90, 90+ DPD categories with differentiated playbooks.
Monitor and govern daily collection dashboards; enforce SLAs and escalation matrices.
Coordinate with sales, finance, and product teams on billing disputes, reconciliation, and credit note processing.

2. Portfolio Management — Multi-Segment
Develop and execute customised collection strategies for each portfolio:
Retail:
High-volume, low-ticket — optimise automation and self-cure rates.
Key Accounts:
Relationship-first, senior escalation, structured settlement plans.
B2B / SME:
Invoice-level tracking, disputes management, legal escalation protocols.
Segment debtors by risk, behaviour, and capacity to pay; deploy targeted intervention strategies.
Maintain healthy portfolio hygiene — minimise roll-rate between DPD buckets.
Oversee revenue recognition, provisioning inputs, and bad-debt management aligned with finance policies.

3. AI BOT Calling & Technology-Led Collections
Lead deployment and optimisation of AI-powered BOT calling campaigns for early-stage and self-cure collections.
Define BOT call scripts, IVR flows, and escalation logic in collaboration with technology and data science teams.
Monitor BOT performance — connection rates, PTP (promise-to-pay) conversions, self-cure lift — and iterate continuously.
Identify use cases for ML-driven propensity models to prioritise human-agent intervention.
Stay current with emerging collection technologies: conversational AI, speech analytics, Whats App-based collections, and NACH/e-mandate automations.
. Contact Centre Operations
Oversee inbound and outbound contact-centre operations dedicated to collections — headcount planning, shift scheduling, and capacity management.
Set and monitor agent-level KPIs: call connect rates, RPC (right-party contact), PTP rates, PTP kept %, and resolution TAT.
Collaborate with training teams to build collection communication excellence, soft-skills frameworks, and compliance adherence.
Manage third-party collection agency relationships — onboarding, governance, performance review, and contractual compliance.
Implement quality monitoring (call audits, speech analytics, mystery calling) to maintain service and compliance standards.

5. Stakeholder & Revenue Management
Act as the primary liaison between AR Collections and senior stakeholders: CFO, Finance Controller, Business Heads, Legal, and Risk.
Present monthly/quarterly collections MIS, ageing analysis, and recovery forecasts to leadership.
Partner with product and CX teams to reduce billing errors, onboarding friction, and root-cause drivers of delinquency.
Collaborate with the legal team on pre-litigation, SARFAESI (where applicable), and NPA management for stressed accounts.
Drive revenue protection targets — ensure collected cash is applied accurately and in a timely manner.

6. Audit Readiness & Compliance
Maintain…