Global Head of Portfolio Performance at BURN

About the role


The Global Head of Portfolio Performance is accountable for the end-to-end management of the portfolio lifecycle across all electric markets. This role ensures that credit is issued responsibly, monitored effectively, and recovered efficiently — safeguarding both portfolio quality and investor confidence. It blends strategic credit ownership, analytical insight, and field execution — ensuring repayment excellence through robust processes, cross-functional collaboration, and disciplined operational follow-through.


Duties and Responsibilities

Portfolio Strategy, Lifecycle & Investor Risk Management


Own the end-to-end credit lifecycle, from credit assessment and onboarding to repayment, collections, and recovery, ensuring strict adherence to company policies and investor standards.
Serve as the internal owner of the portfolio strategy, fostering alignment across commercial, CX, finance, and strategy teams to balance portfolio growth with credit quality.
Establish, refine, and implement credit risk management frameworks, including credit scoring, approval protocols, limits, and collections standards.
Lead data-driven reporting and proactive mitigation of risks to investor returns.
Develop and continuously improve delinquency and repayment models, identifying early warning signs and trends that inform business decisions.
Translate credit insights into operational adjustments, new pay plan structures, or product and sales process refinements that enhance repayment outcomes.


Portfolio Health Monitoring & Interventions


Continuously monitor the credit health of country portfolios, identifying underperforming markets, sales agents, or customer segments.
Lead targeted portfolio interventions — including repayment campaigns, training, restructuring, or process audits — to boost collection rates and reduce delinquency.
Drive continuous improvement in portfolio management, reducing write-offs and optimizing debt recovery in alignment with commercial and finance targets.
Partner with regional and country teams to ensure consistent performance discipline and accountability.


Risk Analysis & Mitigation


Conduct detailed analysis of credit performance to identify risks related to creditworthiness, repayment behavior, and macroeconomic factors affecting customers' ability to pay.
Develop and maintain portfolio risk dashboards (e.g., PAR, default, ECL) to inform management and investor reporting.
Recommend and implement risk mitigation strategies, such as improved customer vetting, data verification, and enhanced pay plan designs.


Debt Recovery & Collection Strategies


Design and execute comprehensive recovery and collections frameworks that minimize delinquency and optimize repayment efficiency.
Manage both call center and field-based collection operations, including repossessions, settlements, and customer win-back initiatives.
Create segmented collection strategies tailored to customer demographics and payment behavior, balancing empathy and enforcement.
Ensure standardized Policies, SOPs, scripts, and incentive systems that support responsible yet effective collections.


Field Audit & Sales Quality Control


Lead a team of field auditors to verify customer authenticity, sales quality, and compliance with credit processes.
Implement post-sale audits and customer revisits to detect fraudulent or poor-quality sales and recommend corrective actions.
Collaborate with Commercial and CX teams to close the loop on sales and service issues impacting repayment behavior.


Analytics, Insights & CX Alignment


Manage a team of credit and data analysts to generate actionable insights on repayment trends, delinquency patterns, and customer risk profiles.
Work closely with cross functional teams to ensure operational or product issues linked to repayment are quickly resolved.
Use data analytics tools (Power BI, SQL, Excel) to enhance visibility and data-driven decision making across the organization.


Stakeholder Management & Reporting


Provide regular, data-backed updates to senior leadership, investors, and the Board on portfolio health, delinquency risk, and recovery progress.
Build strong collaboration with Finance, Sales, and Commercial teams to ensure operational alignment.
Lead quarterly portfolio reviews with country and regional leadership teams to assess credit quality, repayment progress, and intervention outcomes.


Team Leadership & Culture Building


Lead and mentor a multidisciplinary team spanning CX, collections, auditors, and analysts, fostering accountability and ownership.
Set clear performance targets for repayment, delinquency reduction, and recovery efficiency.
Build a culture of integrity, precision, and proactive problem-solving within the credit organization.