Collections Sr ManagerLocation: Mexico City / Hybrid (3 days on-site – mandatory)Reports to: Operations DirectorJob ObjectiveAs 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 Responsibilities1.
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, WhatsApp, 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 E2E 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 adherenceWhat 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 (Nezahualcóyotl)
🏢 Bkaya
📍 Nezahualcóyotl