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.