Collection Process Manager

As we continue to grow at Lendo, we’re looking for a proactive and entrepreneurial Collection Process Manager to design, lead, and optimize our end-to-end collections journey. In this high-impact role, you’ll build the processes, tools, and team needed to manage collections from loan disbursement through to recovery or legal escalation. Working cross-functionally with Legal, Credit, Customer Success, and Investor Relations, you’ll implement smart, data-driven strategies to reduce delinquencies, improve recovery outcomes, and enhance the borrower and investor experience - all while ensuring compliance and operational excellence.

Key Responsibilities:

1. Collection Strategy & Process Management

• Design, implement, and continuously improve the full collections lifecycle — from early-stage follow-ups to legal escalation.

• Work cross-functionally to embed collections into the broader customer journey — collaborating with Legal, Relationship Managers, Customer Service, and Product.

• Identify and implement the right tools (HubSpot, WhatsApp messaging, wallet-based alerts, automated call flows) to increase speed and impact.

• Partner with Product to scope and deliver system improvements, automation features, and process digitization.

• Monitor and audit team workflows to ensure compliance with policies and finance-related regulations.

2. Performance Monitoring & Reporting

• Own all performance reporting across the collections funnel — delinquency rates, recovery performance, aging analysis, and resolution times.

• Build dashboards (with support from Data) and deliver actionable insights to senior leadership and stakeholder teams.

• Flag root causes behind poor collections or delayed action and propose timely solutions or process adjustments.

3. Communication & Stakeholder Alignment

• Coordinate internal communication between Collections and key departments — including Investor Relations, Marketing, Legal, and Customer Care.

• Work with internal teams to ensure investor updates, payment follow-ups, and default notifications are timely and professional.

• Contribute to internal and public messaging related to collections, working with Compliance and Legal to ensure clarity and adherence to standards.

Qualifications:

• Bachelor’s degree in Finance, Business, or a related field; MBA is a plus.

• 5+ years of experience in credit collections, with at least 2 years in a leadership role.

• Strong understanding of credit risk, collections cycles, and recovery strategies.

• Proven experience with portfolio analysis, reporting, and stakeholder presentation.

• Excellent communication, negotiation, and team management skills.

• Familiarity with FinTech or lending platforms is preferred.

• Fluency in Arabic and English is required.