Audit the current collections and recoveries operation from first principles. Every workflow, every handoff, every vendor and produce a clear view of what's broken and what needs to change
Design and own the collections strategy across the full delinquency lifecycle: early arrears, late-stage collections, charge-off, and recovery
Build and own the analytics function for collections. Pulling your own data, building models, defining KRs, and growing a team around you as the book scales
Own the contact strategy: when we reach out, how, and what we say and use data to continuously test and improve it
Build and manage relationships with third-party collections agencies and legal partners. Setting performance expectations, tracking outcomes, and replacing underperformers
Work with product and tech to build the tooling and automation that makes the operation scalable, not headcount-dependent
Partner with legal and compliance on the regulatory framework for collections operations across relevant US states.
Define and own the KRs for collections performance: cure rates, recovery rates, cost-to-collect, charge-off rates and hold the operation accountable to them

4–8 years in US consumer collections or recoveries, ideally at a fast-moving fintech, you've owned a delinquency book and you know what good looks like
Familiarity with the US regulatory landscape for consumer collections (FDCPA, state-level rules)
Strong hands-on analytics ability
comfortable pulling your own data, building your own models, defining metrics, and growing an analytics function
Experience managing and evaluating third-party collections vendors
A track record of redesigning processes from the ground up, not just running what's already in place
Comfortable with ambiguity
Strong communicator who can influence across product, risk, legal and senior leadership without needing a big team behind them
Passionate about artificial intelligence and how to incorporate these technologies to better serve and support customers

Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
Health coverage: support for your physical and mental wellbeing, including private health cover
Retirement & savings: long-term financial wellbeing through retirement savings plans
Employee referral programme: earn a competitive bonus when you refer successful new team members
Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations

Head of Collections and Recovery Strategy

Key skills