The Head of Collections is responsible for leading both the strategic direction and day-to-day execution of the collections function within a digital lending environment. This role focuses on maximizing recovery rates through data-driven strategies, automation, and behavioral insights—while ensuring full compliance with consumer protection regulations. The ideal candidate brings extensive experience in high-volume, high-risk consumer credit collections and demonstrates a tech-savvy, customer-centric approach to optimizing repayment outcomes with empathy and integrity.

Key Responsibilities:

• Strategy & Execution:
  • Design and implement robust early- and late-stage collections strategies tailored to non-collateral consumer loans.
  • Segment borrowers to apply appropriate collection methods (e.g., automated reminders, call campaigns, repayment plans, legal escalation).
• Team & Vendor Management:

o   Recruit, train, and lead high-performing in-house collections teams, including digital call center agents and recovery specialists, with a focus on performance, compliance, and empathy.

o   Manage third-party debt collection agencies (DCAs), ensuring alignment with company standards, service-level agreements (SLAs), and regulatory compliance across all borrower interactions.

• Technology & Automation:
  • Leverage AI, IVR, CRM, and collections tools to drive efficiency, reduce delinquency, and personalize borrower communication.
  • Work with product and tech teams to automate payment reminders, direct debit retries, and self-service repayment flows.
  • Hold the ability and understanding of building a robust IT solution resulting in performing collection in the most effective and efficient way possible for the company.
• Compliance & Risk:
  • Ensure all activities adhere to local lending and collections regulations, with a strong focus on fair treatment and affordability assessments.
  • Manage complaints, disputes, and regulatory audits with support from compliance and legal teams.
• Analytics & Reporting:
  • Monitor collection KPIs such as recovery rate, roll rate, days past due (DPD), cure rate, and cost-to-collect.
  • Produce regular reports and actionable insights for senior management and the board.
• Customer-Centric Recovery:
  • Promote repayment plans and hardship options for vulnerable customers in line with responsible lending practices.
  • Balance financial recovery with maintaining customer trust and minimizing reputational risk.

Qualifications:

• Bachelor\'s degree in Finance, Business, Economics, or a related field (MBA preferred).
• 5+ years in consumer credit collections, with significant experience in payday or short-term lending.
• Proven success managing high-volume collections operations and vendor relationships.
• Strong knowledge of consumer credit regulations and debt collection practices (e.g., FCA rules, OFT guidance, CFPB standards, local laws).
• Hands-on experience with collections tools, CRMs (e.g., TCN, Twilio, CollectAI), and analytics platforms (e.g., Tableau, Power BI).
• Exceptional leadership, communication, and conflict resolution skills.
• Highly data-literate, with the ability to interpret trends and drive improvements based on insights.
• Ability to work in active environment and a fast-paced atmosphere where deliverables are priority.
• Fluent in English and Urdu; proficiency in regional languages is a plus.
• Demonstrated ability to manage large teams, meet performance targets, and handle operational risks.