Head of Collections

Our client is a leading UAE-based consumer technology company, building the digital infrastructure of everyday life with a focus on AI-powered fintech, communication, and digital services. They design technology around real human behavior, connecting people, enabling financial access, and making everyday experiences effortless.

They are seeking an experienced and visionary Head of Collections to lead the collections strategy and operations for their UAE-based finance company. The ideal candidate will have strong expertise across both banking and fintech industries, with a proven track record of building and scaling collections teams, implementing advanced AI-powered automation tools, and optimizing strategies for consumer loans and SME loans. This leader will drive both strategic design and operational execution, balancing customer centric collections with cost efficiency and compliance.

Key Responsibilities

Strategic Leadership

• Define and execute the overall collections and recovery strategy for consumer and SME loan portfolios.
• Develop policies, frameworks, and playbooks in line with CBUAE regulations, AECB reporting, and internal risk appetite.
• Lead initiatives to digitize and automate collections using AI, ML, and advanced analytics.
• Build predictive models and segmentation strategies to improve delinquency management and recovery rates.

Team Building & Leadership

• Establish, scale, and mentor a high-performing collections team covering early collections, late-stage collections, and recovery.
• Foster a culture of compliance, innovation, and accountability.
• Design career paths, KPIs, and incentive structures for the collections workforce.

Operational Excellence

• Oversee daily operations of collections, ensuring effective outreach via multi-channel platforms (SMS, in-app, call center, chatbots, WhatsApp, Teams)
• Implement AI-powered self-service solutions and automated repayment reminders.
• Ensure robust portfolio monitoring, MIS reporting, and dashboard-driven performance tracking.
• Maintain adherence to CBUAE Consumer Protection Standards and data privacy requirements.

Vendor & Cost Management

• Identify, onboard, and manage outsourced collections agencies and legal partners.
• Negotiate SLAs, monitor performance, and ensure cost-effective recovery strategies.
• Develop strong internal controls to manage collection costs vs. recovery ratios.

Innovation & AI Adoption

• Deploy cutting-edge AI tools (e.g., intelligent dialers, NLP-based chatbots, predictive risk models, speech analytics) to enhance productivity.
• Pilot and integrate emerging fintech solutions into the collections process.
• Champion continuous improvement through data-driven decision-making.

Key Qualifications

• Bachelors degree in Business, Finance, Economics, or related field. MBA or advanced degree preferred.
• 12+ years of collections/recovery experience, with at least 5 years in a leadership role.
• Strong background in both traditional banking and fintech/neo-lending environments.
• Proven success in designing collections strategies and building teams from scratch.
• Experience with AI/ML-powered automation in collections is highly desirable.
• Familiarity with UAE regulations (CBUAE, AECB) and regional credit ecosystems.
• Strategic thinker with hands-on operational expertise.
• Strong vendor management and negotiation skills.
• Excellent leadership, communication, and stakeholder management abilities.
• Proficiency in collections systems, decision engines, and digital communication tools.