Head of Collections - Strategy, Transformation & Performance at FairMoney

Job Responsibilities

End-to-End Ownership


Full accountability for cash collected, arrears, roll-rates, PAR/NPL, and recovery economics
Own outcomes, not activities or excuses
Actively shape upstream inputs (Risk, Product, CX, Tech) to improve downstream collections performance


Strategy & System Design

Design and execute a multi-horizon collections strategy:




Short-term cash optimisation
Mid-term recovery improvement
Long-term customer behaviour change




Build structured approaches to:




Early vs late-stage collections
Segmentation-driven treatment strategies
Behavioural and incentive-based interventions




Introduce clear experimentation frameworks (control vs test, ROI-driven rollouts)

Data-Led Decision Making

Use data to drive decisions

Partner deeply with Risk and Data Science on:




Roll-rate optimisation
Behavioural analytics
Treatment effectiveness measurement
Unit economics and ROI of collections actions


Demand transparent, decision-ready reporting with clear accountability


Team & Bench Strength


Build a high-calibre leadership bench within Collections
Upgrade talent decisively where required
Develop leaders, not just agents
Create a culture of accountability, ownership, and continuous improvement


Cross-Functional Leadership


Actively influence Product, Risk, Tech, and CX — do not wait for alignment
Challenge constructively where design or policy decisions harm recoveries
Be a respected, firm voice at senior leadership and ExCo forums


Customer & Brand Balance


Improve collections outcomes without damaging long-term customer value
Reduce escalations through system fixes, not firefighting
Balance firmness with fairness through smarter design, not leniency


Time-Bound Success Expectations

First 90 Days (Stabilise & Diagnose)


Take full ownership of collections performance and escalations
Establish clear visibility on cash, arrears, roll-rates, and recovery drivers
Identify and begin fixing the highest-impact structural blockers
Deliver a credible, data-backed transformation roadmap with priorities and owners
Reset accountability standards and leadership expectations within the team


First 6 Months (Deliver Step-Change)


Demonstrate measurable improvement in:


Cash collected
Cash-to-arrears and cash-to-instalment ratios
Late-stage roll-rates


Implement segmentation-driven treatment strategies at scale
Reduce escalations and repeat failure points through system and process redesign
Strengthen leadership bench with clear successors and upgraded capability


Requirements


Minimum of first degree in any related field of study.
Minimum of 8 years proven experience in Collections with good leadership experience.
Senior leadership experience in collections within lending, fintech, or credit-led businesses
Proven track record of turning around or materially improving collections performance
Experience operating in data-rich, fast-moving environments


Mindset & Traits


Builder, not caretaker
Strong personal ownership — "the buck stops with me"
Comfortable with ambiguity and transformation
Proactive, commercially minded, and decisive
Willing to challenge peers and leadership when required
Low tolerance for excuses; high tolerance for accountability