Management of Physical Collections Operations (Internal Offices): Coordinate the execution of outsourced collection operations, ensuring alignment of strategies across different offices and business units. Monitor team performance, productivity, and conversion metrics. Support collection service providers, fostering synergy and complementarity in their activities;
Management of Third-Party Offices: Monitor the performance and quality of partner offices, ensuring target achievement, adoption of best and most advanced credit recovery practices, and adherence to service standards. Track results through comparative reports and productivity analyses, proposing strategic adjustments to maximize outcomes;
On-site Visits and Operational Quality: Conduct regular visits to physical collections offices to evaluate processes, capacity, strategies in use, and identify improvement opportunities. Ensure standardization of routines and dissemination of the company’s strategic guidelines;
Maintenance of the Agreements Buffer: Monitor the volume, management rules, and upkeep of the agreements buffer originating from physical channels, ensuring stability in collections and mitigating the risk of performance drops. Propose corrective operational actions and rebalancing strategies whenever significant performance variations are identified. Support target planning and the calibration of incentive and performance initiatives.

Bachelor's degree in Project Management, Business Administration, Business Engineering, Strategic Management, Law, or related fields;
Proven experience in outsourced collections operations and in managing physical channel performance;
Knowledge of operational indicators, performance analysis, and basic financial controls;
Relationship management skills, strong interpersonal communication, solid business acumen, and the ability to correlate cause and effect;
Availability to travel and perform periodic visits to collection units and offices;
Experience managing third-party collection portfolios with both short
and long-term delinquency.

Tuition grants of up to 100% for employees, legal dependents, and designated family members (father, mother, and siblings), allowing up to three concurrent grants;
Health insurance fully subsidized for the employee and partially for their family, with the employee responsible for co-payments;
Optional dental coverage to support oral health;
Meal or food voucher with a choice option to suit your needs;
Wellhub or Totalpass for flexible gym access options;
Wellz, a platform focused on employees’ mental and emotional health offering various types of support, including access to individual online therapy;
Well-being and benefits club with a dedicated program and exclusive advantages;
Flexible dress code to promote our diversity;
Life insurance;
Partnership with SESC benefits;
Corporate University available on our exclusive Educare portal;
Opportunities for career growth — currently more than 60% of positions are filled through internal selection.

Senior Physical Collections Operations Analyst

Key skills