Head of Collections and Recovery Strategy (US)

The US loan book is growing fast. Our collections and recoveries operation exists but it was built for a smaller, simpler business. This role is a mandate to challenge everything, rebuild what needs rebuilding, and design a collections strategy that scales with the book.

You'll own the end-to-end collections and recoveries function for US Loans: the strategy, the process, the data, and the vendor relationships. You'll work directly with the US Loans MD and sit at the intersection of operations, risk, product and tech.

Critically, you'll also build and lead the analytics function for collections. As the business grows, this role has the potential to expand to cover US Cards as well, building out a broader US collections function over time.

This is not a management role for someone who wants to run a steady-state operation. It's for someone who looks at a messy process and immediately starts asking why it works the way it does and doesn't stop until the answer is better.

What you'll be doing

• 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

Who we're looking for

You have real hands-on experience in US consumer collections at a fast-moving fintech; you know what good looks like because you've built it, not just run it. You're deeply analytical, comfortable pulling your own data and building your own models, and you see analytics as a core part of how collections strategy gets made. The regulatory piece matters but you don't need to be a compliance lawyer, you need to know the landscape, ask the right questions, and work effectively with legal and compliance to stay ahead of it.

Specifically:

• 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
  

The interview process

• Intro call with the hiring team

• Case study interview

• Regulatory interview

• Product interview

• Final interview