Collections Manager

About the Company

Addi is a leading financial platform in Colombia, building the future of payments, shopping, and banking. As a fast-growing marketplace and Buy Now, Pay Later provider, Addi serves over 2 million customers and 20,000 merchants, aiming to redefine financial freedom through state-of-the-art technology.

Responsibilities

• Lead the collections operation consisting of 5 Team Leads and approximately 110 people.
• Execute and co-design collection strategies by bucket, channel, and customer profile alongside Intelligence, Risk, WFM, QA, and CX teams.
• Own operational results including portfolio recovery, team productivity, and customer experience during delinquency.
• Meet recovery targets by bucket (B1 to B5) and channel (voice and WhatsApp) while managing cost per peso recovered.
• Drive agent performance to ensure 85% reach bonus levels and maintain low voluntary attrition.
• Sustain customer CSAT and ensure zero critical regulatory compliance findings under Ley 2300 and CE 026.
• Deliver four strategic initiatives per year with measurable impact on recovery or cost.

Requirements

• Experience leading teams of 80+ people in collections or contact center operations.
• 2+ years in collections operations within financial services, fintech, or financial BPOs.
• Deep command of collections KPIs including roll rates, promises and payments, contactability, and net recovery.
• Ability to analyze data and spot trends to propose strategic actions independently.
• Strong knowledge of Colombian collections regulations (Ley 2300 of 2023 and CE 026).
• Proven track record of leadership and developing direct reports.
• Ability to communicate clearly with both executive leadership and operational staff.

Preferred Qualifications

• Functional English proficiency.
• Experience using generative AI tools (Claude, Gemini, ChatGPT) for process automation and analysis.