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

Operations Collections Lead (South Africa or LatAm) - 53682308386