Vikas Chandola

About Vikas Chandola

Seasoned collections leader with 15+ years of experience in Accounts Receivable and end-to-end recovery strategy across unsecured debt, US auto loans, and credit card portfolios. Proven track record of driving performance for leading financial institutions including Credit One Bank, American Express, JP Morgan Chase, Capital One, and Bell Canada. Currently leading the collections function at Zolve, owning strategy, execution, and portfolio performance.Responsible for managing large-scale portfolios with a strong focus on credit risk mitigation, revenue recovery, and customer lifecycle management. Core leadership areas include portfolio management, credit risk strategy, operations management, dispute resolution, compliance governance, cross-border payments, vendor and agency management, and advanced skip tracing frameworks to improve reachability and recovery outcomes.Architect and executor of omnichannel strategic collections, leveraging integrated channels such as voice, SMS, email, and digital platforms to drive higher engagement and optimize recovery funnels. Strong emphasis on improving RPC (Right Party Contact) through data-driven segmentation, dialer optimization, and targeted outreach strategies.Driving digital transformation in collections by leveraging AI-powered bots and automation to enhance early-stage engagement, streamline workflows, and reduce operational costs while improving customer experience. Focused on building scalable, tech-enabled collection ecosystems aligned with business growth.Consistently delivered measurable impact by managing and recovering on monthly portfolios ranging between $20M–$30M, improving roll rates, reducing charge-offs, and strengthening overall portfolio health.Recognized for strong analytical thinking, problem-solving capability, and execution excellence. Adept at leading large, high-performing teams (up to 300+ FTEs), building scalable processes, and driving performance through structured governance, coaching, and accountability frameworks.Extensive experience in outsourcing, service delivery, process migrations, Six Sigma methodologies, and data-driven decision-making. Strong cross-border operational exposure with the ability to manage global teams and align multi-market strategies.Proficient in Microsoft Office tools and advanced analytics, with hands-on experience in implementing AI-driven collection solutions. Actively involved in talent acquisition, campus hiring, and leadership development to build high-impact teams.

Experience

1. Head of Collections

   Zolve

   Apr 2023 — Present · Karnataka, IN

   Directing the collections function at Zolve, I lead strategy and operations to drive portfolio performance while supporting customers through financial challenges. My focus is on building scalable, data-driven collections frameworks that optimize recoveries, minimize charge-offs and bad debts, and strengthen credit outcomes across digital lending and card portfolios.I am responsible for defining end-to-end collections strategy, setting operational priorities, and leading high-performing teams, while remaining hands-on in tactical execution to consistently achieve business goals.My scope includes designing and implementing robust processes, systems, and analytics frameworks to monitor and influence portfolio performance. I leverage data insights to identify trends, enhance decisioning, and improve recovery efficiency.I drive omnichannel digital collections strategies across voice, email, SMS, and app-based channels to improve customer engagement and resolution rates. Additionally, I lead skip tracing initiatives to enhance contactability, manage and optimize third-party collection agencies, and oversee legal collections for effective resolution of high-risk and charged-off accounts.I have built and scaled collections operations through workflow optimization, automation, quality control, and performance management. This includes developing global, customer-centric collections strategies that balance empathy with strong recovery outcomes.Additionally, I oversee collections policies, servicing standards, and regulatory compliance, while strengthening vendor partnerships to enable scalable and efficient operations.I am accountable for setting, tracking, and delivering on key performance metrics, including delinquency reduction, charge-off control, productivity improvement, and incentive optimization.

Education

• Mewar university

  Master's degree in commerce, Accounting and Finance

  2013 — 2015

• IMTS

  Diploma, Automobile/Automotive Mechanics Technology/Technician

  2004 — 2007

• Mewar university

  Bachelor of Commerce - BCom

  2010 — 2013

Skills

• Negotiation
• Customer Relationship Management (Crm)
• Credit Cards
• Transition Management
• Credit
• Crm
• Loans
• Team Management
• Vendor Management
• Outsourcing
• Business Process Improvement
• Client Services
• Customer Satisfaction
• Customer Service
• Management
• Operations Management
• Mis
• Workforce Management