Head of Hard Collections

About the role

We are seeking an experienced, analytical, and results‑oriented Head of Hard Collections to lead and optimise late‑stage debt recovery operations in Mexico. You will drive portfolio performance, design recovery strategies, and manage both internal teams and external vendors to maximise recoveries and operational efficiency.

Key responsibilities

• Own and manage the Hard Collections portfolio (30+/60+/90+ DPD, including legal stage).
• Design and execute end‑to‑end recovery strategies across call centre, field collections, legal, and outsourced channels.
• Drive KPIs such as recovery rate, roll rate, liquidation rate and cost‑to‑collect.
• Develop segmentation models and tailored offers (settlements, discounts, restructuring).
• Lead automation initiatives, including dialers, CRM workflows and scoring models.
• Conduct A/B testing to optimise offers, communication channels and contact timing.
• Manage and scale relationships with external collection agencies and legal partners.
• Build, coach and develop internal teams (Team Leads, QA specialists, analysts).
• Monitor performance and deliver daily, weekly and monthly reporting.
• Ensure compliance with Mexican regulations and internal policies.

Required profile

• 3+ years of experience in collections, with at least 1–2 years in a leadership role.
• Strong expertise in hard collections and late‑stage/legal recovery processes.
• Deep understanding of collections KPIs (recovery curves, liquidation rates, roll rates, NPV).
• Experience managing large teams (20+ FTE or team leads).
• Conversational English for reporting to international stakeholders.

Required skills

• Advanced Excel (Power Query, Power Pivot a plus).
• Hands‑on experience with CRM systems.
• Familiarity with dialer platforms.
• Proficiency with BI/reporting tools.
• Knowledge of legal collections workflows.
• A/B testing methodology.

What we offer

• Salary $30,000‑$40,000 per month.
• Performance‑based bonus.
• Health insurance.