Head of Collections Strategy, Analytics & Client Performance

This is not a traditional collections role. You will not be managing day-to-day collections activities. Instead, you will take ownership of improving collections performance, recovery outcomes, operational efficiencies, and client satisfaction through data-driven decision-making, advanced analytics, artificial intelligence, and strategic leadership. Reporting directly to the COO, you will play a critical role in influencing business strategy, driving innovation, optimising operations, and delivering exceptional results for clients.

If you enjoy solving complex problems, uncovering insights from data, engaging with executive stakeholders, and developing innovative collections strategies, this could be the ideal opportunity for you. Key Responsibilities: Collections Performance Analytics Lead the analysis of collections performance across multiple portfolios and clients to identify opportunities for improvement and growth. You will: Analyse collections campaigns and recovery performance Identify trends impacting collections success rates Evaluate team and operational performance metrics Investigate customer journey drop-off points Assess collections strategy effectiveness Monitor recovery rates and portfolio health Develop actionable recommendations to improve outcomes Drive continuous performance improvement initiatives Data Analytics, AI & Predictive Modelling Leverage advanced analytics and emerging technologies to improve collections effectiveness and operational efficiency.

You will: Develop and implement predictive collections strategies Utilise AI-driven models to improve recovery outcomes Apply predictive analytics to identify high-risk accounts Segment customers based on behavioural and payment profiles Identify optimal customer contact strategies Evaluate collections treatment paths and outcomes Support automation initiatives across collections operations Use Business Intelligence tools to generate actionable insights Key questions you will help answer: Which customers are most likely to pay?

Which accounts present the highest risk of default? What is the most effective collections strategy for different customer segments? When is the best time, channel, and approach to engage customers? How can recovery rates be increased while reducing operational costs? Client Engagement & Executive Reporting Act as a trusted advisor to clients by translating complex analytical findings into practical business solutions.

You will: Build strong relationships with key client stakeholders Present collections performance results and strategic insights Develop executive-level reporting and dashboards Create client scorecards and performance frameworks Deliver board-level and COO-level presentations Explain trends and recommendations in clear business language Lead strategic client review meetings Identify growth and optimisation opportunities for clients The successful candidate must be comfortable engaging with senior executives and able to tell compelling stories using data.

Collections Strategy & Recoveries Optimisation Drive collections strategy across the full credit lifecycle. This includes: Pre-delinquency strategies Early-stage collections Mid and late-stage collections Recoveries and rehabilitation strategies You will continuously evaluate opportunities to improve performance through: Dialler optimisation Campaign segmentation enhancements Customer communication strategies Channel optimisation Workflow improvements Automation initiatives Resource allocation improvements Process redesign and innovation Workforce Optimisation & Quality Management Provide oversight and strategic direction across quality assurance and workforce management functions.

You will: Monitor quality assurance frameworks Develop performance scorecards and KPIs Review workforce planning and capacity models Evaluate operational productivity metrics Identify coaching and development opportunities Improve agent effectiveness and efficiency Drive operational best