Collections

• Build and lead a global Collections Center of Excellence, establishing consistent standards, processes, and performance expectations across all regions.
• Develop and implement a matrixed collections operating model, partnering with regional Finance leaders while providing functional leadership to collections teams globally.
• Serve as the senior escalation point for complex collections matters, high-value disputes, payment plans, service suspension decisions, and legal referrals.
• Partner with Finance, Sales, Customer Success, Legal, Operations, Billing, and Revenue Operations leaders to align collections activities with broader business objectives.
• Provide executive-level reporting and recommendations to the CFO and senior leadership team regarding AR health, collections performance, and cash flow risks.
• Develop and maintain global collections policies, including contact cadence, escalation procedures, payment plan guidelines, write-off authority, and service suspension standards.
• Own the global collections performance framework, including DSO, AR aging, cash collections, dispute resolution, bad debt exposure, and collector productivity metrics.
• Identify and analyze the root causes of delayed payments, including billing errors, invoice delivery issues, PO mismatches, customer disputes, and process breakdowns.
• Lead the strategy and adoption of collections technology, automation, and AI-enabled solutions to improve efficiency, prioritization, cash application, and reporting.

Senior Director, Global Collections

• **Key Performance Areas (KPA’s) (specific duties) **
• Daily collections on overdue and delinquent accounts
• Collecting via telephone, email and sms
• Manage payment arrangements
• Allocations of payments
• Suspending of respective clients in line with terms offered
• Preparation of delinquent accounts list
• Management of ‘final notice’ process**
• Listing of delinquent accounts with credit bureau**
• Reporting on delinquent book
• Ad-hoc reporting and reconciliations
• **The position includes but is not limited to the above KPA’s **

Collections Agent

• Lead and optimize the end to end debt sale debt sales strategy across the non-performing loans (NPL) lifecycle
• Maximize recoveries through structured portfolio sales, data driven valuations and effective management with external debt buyers
• Ensure robust governance, pricing discipline and alignment to the Bank’s credit risk and capital management objectives
• Design and enhance collections and recoveries strategies through risk segmentation, SAS‑based data analytics, and strategy testing
• Optimize collections ROI through SAS‑driven delinquent account classification and treatment strategies
• Monitor and improve collections performance against STP and MTP budget targets using SAS‑enabled performance analytics
• Develop and execute the annual debt sales strategy across unsecured portfolios (Card, PL and TxD)
• Drive innovative debt sale strategies (e.g. spot sale, forward flow, activate to buy etc)
• Align debt sale timing with macroeconomic conditions and portfolio performance
• Partner with Finance to assess and recommend SAS‑supported debt sale methodologies, pricing, and write‑off strategies
• Provide analytical and SAS‑based input into decisions on what debt to sell versus retain
• Design segmentation strategies to identify optimal pools for sale
• Define eligibility criteria (eg Balance, legal status, payment behaviour/recency etc)
• Ensure portfolio packaging enhances competitiveness and buyer appetite
• Lead portfolio valuation methodologies (NPV modelling, recovery curves, benchmarking)
• Set reserve prices and pricing strategies to maximize proceeds
• Build and manage relationships with local and international debt buyers
• Ensure all sales comply with legal, regulatory, and internal governance frameworks
• Manage reputation risk, especially customer treatment post the sale
• Co-ordinate with Risk, Collections Ops, Finance, IT and Legal teams
• Track and Report on Key KPI’s: Recovery uplift vs internal collections, Sale proceeds vs book value, ROI on debt sale strategy
• Drive continuous improvement in recovery optimization.

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Senior Director, Global Collections

Collections Agent

Manager – Collections Strategy Optimisation, Debt Sale