Vice President – Collections Strategy

Senior strategy role responsible for improving collections performance, recovery outcomes, and customer treatment across retail, SME, business, and Islamic finance portfolios.

Key Responsibilities

Set end-to-end collections strategies across delinquency stages, from early intervention through recovery and legal escalation; develop segmentation and treatment approaches; improve cure rates, roll rates, recoveries, and cost efficiency; lead predictive analytics and machine-learning initiatives for customer prioritisation; develop decision trees and contact strategies; expand digital self-service and automated outreach; use collections insights to inform underwriting and portfolio risk decisions; manage specialist vendors and agencies; and collaborate with Risk, Finance, Legal, Compliance, Technology, Data, and Customer Experience.

Requirements and Qualifications

The advertised profile seeks 10+ years in collections strategy, credit risk, analytics, recoveries, portfolio management, decision science, or consumer lending. A bachelor’s degree in a relevant discipline is required; a master’s degree or professional risk/finance qualification is desirable. Strong knowledge of retail and SME lending, segmentation, decision engines, predictive modelling, customer conduct, regulatory controls, and transformation leadership is important.

Responsible outcomes: Collections strategies should use proportionate treatment, clear escalation rules, and appropriate safeguards for vulnerable or disputed cases. Performance reviews should consider both financial recovery and customer outcomes, with testing to understand which interventions work for different segments. The leader must ensure strategy changes are documented, approved, monitored, and adjusted when results or regulatory expectations change. Developing capable teams and aligning partners around consistent standards will be central to sustained improvement.

Skills and Competencies

Strong communication, organisation, problem-solving, attention to detail, teamwork, and sound professional judgement are important. The successful applicant should work effectively with colleagues and stakeholders, maintain accurate records, handle information responsibly, and follow relevant policies and procedures. Specific employment terms, salary, benefits, and work arrangements should be confirmed during the recruitment process.