Collections Sr Manager

Location: Mexico City / Hybrid (3 days on-site – mandatory)

Reports to: Operations Director

Job Objective

As a Collections Sr Manager you will be responsible for defining, executing, and evolving the comprehensive collections and recovery strategy for the company's credit portfolio (current & past due), ensuring the optimal balance between financial performance, customer experience, cost efficiency, regulatory compliance, and operational scalability .

This role leads end-to-end collections, from preventive and early-stage to advanced delinquency, recovery, and vendor management, leveraging analytics, automation, technology, and operational discipline to maximize recovery, contain losses, and enable profitable growth.

Key Responsibilities

1. Collections and Recovery Strategy Design and lead the comprehensive collections strategy for all delinquency stages: preventive, early, mid, late, and recovery. Define differentiated treatments by segment, risk profile, historical behavior, product, delinquency age, balance, and probability of payment. Develop initiatives to reduce roll rates, improve cure rates, increase liquidation, and maximize net recovery. Timely identify deviations in portfolio performance and lead corrective actions with measurable impact. Ensure that the collections strategy is aligned with the company's risk appetite, financial objectives, and value proposition.

2. Analytics, Segmentation, and Automation Lead the use of advanced analytics for portfolio segmentation, effort prioritization, and treatment optimization. Drive digital-first strategies through channels such as SMS, email, push, Whats App, dialer, self-service, and assisted attention. Design and govern A/B tests, champion-challenger schemes, and continuous experimentation on messages, channels, timing, sequences, and flows. Work with Data, Risk, and Product teams to evolve decision engines, dashboards, early warnings, and predictive models. Identify automation opportunities through rules, workflows, CRM, AI, or machine learning.

3. Operational Leadership Direct the internal collections operation, ensuring execution discipline, productivity, quality, and KPI compliance. Define the operating model, installed capacity, sizing, coverage by buckets, and management routines. Ensure control over contact, payment promises, promise fulfillment, negotiation quality, and productivity per channel. Coordinate execution among internal teams, BPOs, contact center,



field collection, and support areas. Lead continuous improvement initiatives in processes, tools, scripts, capabilities, and operational governance.

4. Management of Agencies, Law Firms, and Third Parties Define the allocation, supervision, and evaluation model for external agencies, law firms, and collections vendors. Establish scorecards, incentives, metrics, business routines, and performance controls for third parties. Ensure robust processes for onboarding, monitoring, auditing, remediation, and offboarding of providers. Negotiate commercial terms and evaluate make vs buy decisions at different stages of collections. Coordinate the control framework for third parties with Legal and Compliance.

5. Compliance, Control, and Customer Experience Ensure that collections strategies, campaigns, scripts, contacts, and processes comply with applicable regulation, internal policies, and fair treatment standards. Coordinate with Legal, Compliance, and Risk for process reviews, communications, disclosure, audits, findings, and remediation plans. Ensure an effective yet sustainable collections model, safeguarding reputation, customer experience, and complaint control. Monitor conduct issues, operational incidents, claims, and regulatory deviations. Promote a culture of ethical, professional, and sustainable results-oriented collections.

6. Cross-functional Leadership Serve as the functional owner for Collections in forums with Risk, Product, Finance, Data, Legal, CX, and Operations. Translate business objectives into collections initiatives with financial and operational impact. Participate in defining the technology roadmap related to CRM, decisioning, communications, payments, and self-service. Present results, risks, opportunities, and recommendations to executive committees and senior leadership.

Required Profile Experience Bachelor's degree in Administration, Finance, Economics, Engineering, Actuarial Science, Mathematics, Data, or related field. Master's degree or MBA desirable. 10+ years of experience in collections, recoveries, servicing, credit,



or risk operations within a fintech, banking, digital lending, BNPL, SOFOM, financial institution, BPOs, or mass consumer business with a credit portfolio. 5+ years in leadership positions managing teams, managers, or strategy/operation functions. Experience implementing fully E2 E collections strategies based on PD Portfolio Strong experience managing a Dialer technology, to lead the Dialer Admins to the success thru Calls or any other available channel Experience leading large teams and proven experience managing multi-site teams Proven experience leading end-to-end collections for consumer credit products. Solid track record in managing external agencies, vendor governance, and improving portfolio KPIs. Experience interacting with Risk, Product, Data, Legal, and Finance areas.

Technical Knowledge Collections strategies by bucket and segment. Collections and portfolio indicators: roll rate, RPC, PTP, kept PTP, cure, liquidation, recovery, NCL, cost-to-collect, productivity. Portfolio segmentation, prioritization, and rule-based decisioning. Digital collections channels and contact center. Outsourcing models and management of law firms/agencies. Process automation and continuous improvement. Data analysis and visualization tools; ideally advanced Excel, SQL, BI tools, and collections/CRM platforms.

Key Competencies Strategic thinking with a strong execution orientation. High-performance team leadership. Data-driven decision making. Ability to influence cross-functionally. Focus on results and operational discipline. Negotiation and stakeholder management. High tolerance for pressure and ambiguity. Digital transformation mindset.

Key Role Indicators Delinquency rate by bucket Roll rate Cure rate Promise-to-pay rate (PTP) Kept promise-to-pay rate Liquidation rate Recovery rate Net credit loss / Expected loss / Write-offs Cost-to-collect Right-party contact rate (RPC) Productivity per FTE / vendor Complaint rate SLA / QA / compliance adherence

What will make this profile successful in a fintech Ability to shift collections from a primarily operational model to a data-driven and automation-first one. Ability to scale portfolios without scaling costs at the same rate. Mastery of third-party governance and control discipline. Closeness to Product and Data to evolve journeys, decision engines, and digital channels. Balance between aggressive recovery and customer experience/reputation.

📌 Collections sr manager (Ciudad de México)
🏢 Bkaya
📍 Ciudad de México