Role summary
the head of collections is responsible for designing and leading end‑to‑end debt recovery strategy, ensuring portfolio health, strong cash flow, and high‑quality customer experience across phone, whatsapp, sms, and email channels.
this role is based in mexico city (cdmx) and requires close collaboration with operations, risk, product, legal, and external collection partners to achieve target collection rates and minimize non‑performing loans.
key responsibilities
* own the collections strategy across all delinquency stages (early, mid, late, recovery), defining segmentation, workflows, and contact policies for each bucket.
* build and manage high‑performing in‑house collections teams and external agencies, setting kpis such as dpd, roll‑rate, cure‑rate, promise‑to‑pay, and cost‑to‑collect.
* lead omnichannel contact operations: outbound and inbound telephony (dialer, ivr), whatsapp business/api flows, bulk and trigger‑based sms and email reminders, ensuring optimal reach, frequency, and response rates.
* design, test, and continuously optimize call scripts and message templates for whatsapp, sms, and email in line with brand tone, regulatory requirements, and customer experience standards.
* work with technology and data teams to integrate communication platforms, configure automated journeys, dashboards, and reporting for near real‑time performance monitoring.
* ensure full compliance with mexican regulations and internal policies for debt collection, privacy, consent, and fair treatment of customers, maintaining proper audit trails across all channels.
candidate profile
* based in mexico city (cdmx) or willing to relocate, with experience in financial services, fintech, microfinance, or consumer lending environments.
* 5+ years in collections with at least 2–3 years in a leadership position (head/director/manager), owning portfolio results and leading medium to large teams.
* hands‑on experience with call‑center telephony (predictive/preview dialers, ivr, call recording, qa tools) and omnichannel communication platforms (whatsapp business/api, sms gateways, email service providers).
* strong analytical skills with the ability to interpret portfolio and channel‑level data, run experiments, and turn insights into operational improvements and revised strategies.
* excellent leadership, coaching, and stakeholder‑management skills, capable of aligning agents, vendors, and internal teams around aggressive collection targets.