AGM/AVP - CEM Solution Architect Collection - Gurgaon

Job Title - AGM/AVP - CEM Solution Architect Collection

Work Location – Gurgaon

Work Mode – Work From office

17+ years of experience in Collections, BPO, or Contact Centre operations. Proven experience in solutioning, presales, and client engagement for Finance, Collection pursuits Strong exposure to global collections operations and transformation initiatives.

Should have led due diligence, client presentations and ability to articulate business value proposition and revenue realization in relation to business case.

This pivotal role will serve as a Lead Solution Architect for Collections, driving end-to-end presales and solutioning across both proactive and reactive pursuits.

The role will lead global collections engagements, owning solution strategy, client engagement, and transformation roadmap design focused on recovery optimization, DSO reduction, and operational efficiency.

Lead end-to-end solution design for collections engagements (B2B & B2C lifecycle)

Define future-state operating models (people, process, technology, location)

Assess regulatory & compliance requirements across geographies

Develop data-driven strategies (segmentation, prioritization, next-best-action)

Suggest Improvement areas for key KPIs: DSO, CEI, roll rates, recovery rates

Drive automation (workflows) and AI-led collections solutions

Define transition roadmap (KT, OJT, stabilization)

Define governance, dashboards, and performance reporting

End-to-end lifecycle management (pre-delinquency to recovery)

Credit risk, dispute resolution, and cash application linkage

KPI-driven delivery (DSO, CEI, Cure %, Promise-to-Pay adherence)

Advanced analytics and segmentation strategy

Regulatory compliance across markets

AI-led collections (predictive, next-best-action)

Process automation and workflow orchestration

Omni-channel engagement strategy

Knowledge of Various Collections Platforms (Get Paid, HI Radius etc.)

Assess regulatory and compliance aspects relevant to collections (global markets)

Build FTE models, effort estimates, productivity assumptions, and pricing constructs.

Own RFP/RFQ responses, solution narratives, and client presentations.

Collaborate with sales, delivery, and technology teams for integrated solutioning.

Support GTM strategy and proactive deal origination.

Leverage analytics for performance insights and continuous improvement.

Flexible with shift timings .

Mandatory Skills – CX Collections solutions ,CX Solutions architect, solutioning, presales, RFI, RFQ, RFX, Collections ,CX Solutioning

Good to have – CX Solutions architect, CX related certification