Collections Performance and Strategy Manager

About the Role This mid-level management role focuses on enhancing operational processes, driving performance improvements, and leveraging advanced technologies like AI/ML and data analytics. The ideal candidate will bring expertise in collections strategy, operations, compliance, and performance management while fostering a culture of high performance and continuous improvement. This role is integral to achieving robust consumer debt recovery and collection capabilities and scalable operating effectiveness. Key Responsibilities Strategic Leadership Develop and implement comprehensive collections strategies aligned with organizational goals and industry best practices. Establish and monitor key performance indicators (KPIs) to track progress toward delinquency reduction, flow rate improvement, agent performance and PTP goals. Drive digital transformation initiatives, incorporating analytics, AI/ML, and automation to enhance collections efficiency and customer experience. Advocate for a Data-Driven Operating Model (DDOM) , using analytics-based insights to improve employee and customer journeys. Lead strategic initiatives for the segmentation and treatment of collections portfolios to optimize recovery rates. Operational Management Oversee departmental performance through operations managers, ensuring adherence to policies, productivity standards, and compliance requirements. Manage multi-client and portfolio collections operations, ensuring effective resource allocation and workload balancing. Conduct regular performance reviews, analyzing key metrics and implementing corrective actions to address gaps. Ensure compliance with regulatory requirements and implement risk management controls across all collections activities. Drive discipline and accountability in headcount and expense management, meeting budget and credit loss targets. Team Leadership Provide mentorship and guidance to operations managers, fostering a culture of accountability, engagement, and continuous development. Identify skill gaps and implement targeted training programs to equip the team with the necessary skills for future-ready collections. Conduct regular performance evaluations and provide actionable feedback to improve productivity and morale. Process Improvement Lead process improvement initiatives across multiple sites to enhance operational efficiency and customer experience. Collaborate with cross-functional teams, including senior management, to implement innovative solutions for better collections outcomes. Standardize productivity metrics and benchmarking frameworks to ensure consistent performance monitoring. Stakeholder Engagement Build and maintain relationships with internal stakeholders, to align strategies and operations. Engage with external partners, vendors, and industry associations to stay updated on trends and foster strategic partnerships. Who We’re Looking For Must-Haves Experience: At least 5 years in collections operations or consumer credit risk management, with expertise in strategy development and execution. Local or International Strong knowledge of credit, collections strategy and processes, compliance regulations, and risk management controls. Proven success in managing large portfolios and driving performance improvements across multi-clients operations. Expertise in data analytics, AI/ML applications, and digital transformation tools for collections operations. Demonstrated ability to implement innovative solutions to improve operational efficiency and recovery rates. Excellent leadership, communication, and interpersonal skills with the ability to motivate and influence stakeholders. Proficiency in reporting and analysis tools such as Excel, Power BI, and CRM systems. Desirable Skills Knowledge of consumer lending products, credit loss forecasting, and recovery strategies. Experience in financial modeling, expense forecasting, and P&L management. What We Offer Competitive salary and performance-based incentives. Comprehensive benefits package, including health insurance and career development opportunities. Leadership of transformative projects to shape the future of collections operations. A collaborative and innovative work environment with a focus on achieving results. #J-18808-Ljbffr