Regional Collections Manager

About the role

The Regional Collections Manager will lead the collections function across multiple markets, driving sustainable recovery, portfolio quality and operational efficiency. The role combines data‑driven strategy, people leadership and the responsible use of AI, automation and digital channels.

Key responsibilities

• Design and execute differentiated regional collections strategies by market, product, customer segment, risk profile and delinquency stage.
• Own daily, weekly and monthly performance routines, analysing vintage, roll‑rate, cure, recovery, flow‑to‑loss, contactability and other key metrics.
• Standardise processes, controls, scripts and workflows while accommodating justified local requirements.
• Build and coach a high‑performing regional team, setting goals, succession plans and capability development in analytics, negotiation and digital collections.
• Define AI and automation use cases, monitor performance and bias indicators, and determine when human intervention is required.
• Ensure respectful, transparent collections practices and manage hardship, dispute and vulnerable‑customer pathways.
• Maintain effective risk, compliance and control frameworks, escalating material risks and partnering with Legal and Compliance.
• Oversee third‑party vendors such as agencies, legal partners and dialer providers, establishing performance standards and governance.
• Lead capacity, demand and recovery forecasting, optimise channel mix and manage approved budgets.
• Partner cross‑functionally with Credit Risk, Product, Technology, Data, Finance, Compliance, Legal, Customer Experience and Operations.

Required profile

• Bachelor’s degree in Industrial Engineering, Business Administration, Finance, Economics, Data Analytics or related field; postgraduate degree or professional certification desirable.
• At least eight years of progressive experience in collections, recoveries or credit operations within consumer lending, fintech, banking or micro‑finance.
• Minimum four years leading collections teams with proven improvement in recovery, productivity and controls.
• Multi‑country experience and ownership of multiple portfolios or complex operating environments.
• Strong command of collections economics and metrics (roll rates, cure rates, recovery, flow‑to‑loss, promise‑to‑pay, cost‑to‑collect, forecast accuracy).
• Proficiency in English (C1) and working knowledge of digital collections platforms, decision engines, CRM, dialers and AI‑enabled workflows.

Required skills

• Advanced data analytics and visualization tools (Power BI or equivalent).
• Experience with collections management systems, digital platforms, automation tools and operational controls.
• Knowledge of process improvement methodologies; Lean Six Sigma certification preferred.
• Project management methodologies; PMP, Agile or equivalent certification preferred.
• Understanding of risk management, regulatory compliance, data privacy and responsible AI practices.