Operations lead (collection) overview
The operations lead (collection) is responsible for end-to-end ownership of collections performance across assigned portfolios. This role leads both external collection agencies and the internal collections team, ensuring optimal recovery outcomes while maintaining regulatory compliance.
The position holds full accountability for strategy execution, performance monitoring, quality control, and escalation management. This role owns overall delivery, productivity, and continuous improvement, working closely with cross-functional teams including credit risk, policy, and product to support data-driven decision-making and scalable collections operations.
Responsibilities
Strategy & performance management
- Develop, implement, and optimize data-driven collections strategies to maximize recovery rates.
- Own the performance of the internal collections team, setting KPIs and driving productivity in collaboration with team leaders.
- Collaborate with credit risk, policy, and product teams to support scalable operations and continuous improvement.
Agency & vendor management
- Evaluate, onboard, and manage external collection agencies to ensure they meet monthly recovery targets and SLAs.
- Conduct regular performance reviews, audits, and action plans to drive agency improvement.
Compliance and quality
- Enforce collections policies, operating standards, and approved communication scripts across all channels.
- Lead internal and external audits as the primary collections point of contact.
- Serve as the primary point of contact for resolving operational issues and tickets. Manage customer escalations to ensure timely resolution and service continuity.
Operational excellence
- Identify training needs and process improvements to enhance agent effectiveness and reduce customer complaints.
- Lead automation and digitization initiatives to improve efficiency and scalability for internal team and external collection agencies.
Requirements
- Bachelor’s degree / graduate qualification in business administration or a related field.
- 2–5 years of experience in collections, operations, risk management; experience managing teams or agencies is an advantage.
- Experience working in collection agencies or a fintech in similar geographies is preferred.
- Strong analytical and problem-solving skills with hands-on proficiency in Excel.
- Ability to quickly learn and adapt to new processes, systems, and regulatory requirements.
- Excellent written and verbal communication skills in Arabic and English.
- Having a driving license and car will be preferred.