Permanent
Operations Collections Lead (South Africa or LatAm) - 53682308386
Remote, South Africa
remote
Closing date not listed
About this role
Collections Operations Lead
Remote | Full-Time
About the Role
We are building a new consumer finance company and are looking for a hands-on Collections Operations Lead to help design, launch, and scale our collections function from the ground up. This is not a pure calling role — we need an operator who understands the business and can build processes, workflows, and systems that will support a growing portfolio.
This first hire will play a critical role in shaping our collections strategy, technology requirements, and operational playbooks as we scale.
Key Responsibilities
* Build and own the end-to-end collections operations function
* Develop and implement collections strategies across early, mid, and late-stage delinquency
* Define call cadence, account segmentation, escalation timing, and write-off frameworks
* Establish skip tracing workflows and recovery optimization processes
* Help design internal servicing and collections software by providing operational requirements and feedback
* Create SOPs, QA frameworks, and performance metrics for future collections agents
* Monitor portfolio performance and recovery trends, adjusting strategy as needed
* Support hiring, onboarding, and training of additional collections agents as the portfolio grows
* Ensure compliance with US consumer collections regulations and internal policies
Required Experience
* 3–5 years of experience in US consumer collections or subprime lending operations
* Experience working in a scaled collections environment such as Encore Capital Group, Portfolio Recovery Associates, Midland Credit Management, or a Buy Here Pay Here (BHPH) auto finance dealership
* Experience managing or contributing to portfolios that grew from small to large
* Strong operational knowledge of collections strategy, including call cadence, skip tracing, escalations, and settlements
Technology & Systems
* Comfortable working with loan servicing and collections platforms
* Ability to provide input on internal software requirements and workflow design
* Experience with platforms similar to LoanPro or Nortridge is a plus
* Data-driven mindset with the ability to interpret recovery metrics and portfolio performance
What We’re Looking For
* Someone opinionated about collections strategy and best practices
* A builder who enjoys creating processes and improving operational efficiency
* Hands-on and willing to execute while building scalable systems
* Strong understanding of US consumer collections lifecycle and compliance considerations