Collections Manager

Job description

ABOUT ADDI We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly, grow together and where we create abundance and generate pride in them. Today, we serve over 2 million customers and partner with more than 20,000 merchants, making Addi Colombia’s fastest-growing marketplace. We provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing) using state-of-the-art technology, bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably. Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia. But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values https://co.addi.com/trabaja-con-nosotros#:~:text=%E2%80%A2%20We%20are%20owners,dentro%20del%20equipo. every day. ABOUT THE ROLE This is where you come in. Below, you’ll find what this role is all about—the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at Addi. If you’re ready to be part of something big, keep reading. WHAT’S THE MISSION YOU’LL DRIVE Lead Addi's collections operation with 5 Team Leads and a team of approximately 110 people, executing on the floor and co-designing with Intelligence, Risk, WFM, QA, and CX the strategy by bucket, channel, and customer profile. You will own the area's operational results: portfolio recovery, team productivity, and the experience of customers in delinquency. WHAT YOU WILL DO - Meet recovery targets by bucket (B1 to B5) and channel (voice and WhatsApp) agreed with Risk for 2026, with cost per peso recovered within the area's target range, a validated quarterly plan, and monthly deviation reviews. - Bring the percentage of agents at bonus level to 85%, sustained over two consecutive quarters, with individual action plans managed by Team Leads. - Keep voluntary agent attrition within the target range and retain 100% of high-performing Team Leads, with an engagement score in direct leadership above Addi's benchmark. - Sustain customer CSAT within the target range, with QA operating as a team development engine (minimum 80% of findings with a closed coaching plan) and zero critical regulatory compliance findings under Ley 2300 and CE 026. - Deliver 4 strategic initiatives per year, co-designed with Intelligence, Risk, WFM, QA, or CX, with measurable impact on recovery, cost per peso recovered, or customer experience. WHAT WE’RE LOOKING FOR - Human and demanding leadership (must-have) - Experience leading teams of 80+ people in collections or contact center operations with an intermediate Team Lead structure. - Floor presence without replacing Team Leads. Models the team's leadership standard. - Delivers difficult feedback directly and holds underperformance conversations with firmness. - Track record of having promoted or expanded the scope of at least 2 direct reports in previous roles. - Proactively detects underperformance patterns, diagnoses them with data, and activates action plans before being asked. - Strategic thinking and ownership of results (must-have) - 2+ years in collections operations within financial services, fintech, or financial BPOs, with accountability over recovery targets. - Deep command of KPIs by bucket, channel, and profile: roll rates, promises and payments, contactability, agreement compliance, net recovery. - Reads data, spots trends, and proposes action without relying on an analytics team. - Has co-built strategy with Risk, Intelligence, WFM, or CX in previous roles — doesn't receive the strategy, builds it. - Anticipates portfolio behavior using early deterioration signals to adjust strategy before indicators decline. - Structured communication (must-have) - Communicates clearly upward (Head, C-team) and downward (Team Leads, agents). Synthesizes, structures, leads with data. - Translates operational findings into proposals with cost, impact, and a plan. - Follows through on commitments, raises flags when things go wrong, and shares bad news before good news. - Functional English is a plus, not a requirement. - Ethics and customer-first mindset (must-have) - Handles pressure for results without crossing ethical lines. - Knows and applies Colombian collections regulation: Ley 2300 of 2023 and CE 026 from the SFC. - Acknowledges mistakes and apologizes when the team or area falls short with a customer. - Applied artificial intelligence (nice to have — key differentiator) - Uses generative AI tools (Claude, Gemini, ChatGPT) in day-to-day work. - Identifies where AI can automate processes: reporting, templates, portfolio analysis, committee prep. - Learns and adopts new tools as the ecosystem evolves. WHY JOIN US? - Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions. Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services. - Be part of something big from the ground up – This is your chance to help shape a company, influencing everything from our technology and strategy to our culture and values. You won’t just be an employee you’ll be an owner - Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s scaling fast, this is it. - Join a world-class team – Work alongside top-tier talent from around the world, in an environment where excellence, ownership, and collaboration are at the core of everything we do. We care deeply about what we build and how we build it and we want you to be a part of it. - Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll receive a generous salary, equity in the company, and benefits that go beyond the basics to support your growth. HOW THE HIRING PROCESS LOOKS LIKE We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here’s what our process looks like: - Step 1: People Interview (30 min) — A conversation with a recruiter to get to know you, your experience, and what you're looking for. We'll also share more about Addi, our culture, and the role. - Step 2: Technical Assessment (60 min) — A practical case study where you'll diagnose a bucket with a deviation against target and propose a 90-day action plan. This is your chance to demonstrate your collections expertise, data-driven thinking, and how you'd lead a team of 6 Team Leads and 110 people to close the gap. - Step 3: Hiring Manager Interview (60 min) — An in-depth conversation where we explore your collections experience, leadership style, and strategic thinking. We want to understand how you think and work. - Step 4: Case Study (3–5 Days) — You may receive a real-world challenge or case study to complete. This is a chance to showcase your expertise and how you approach key problems relevant to the role. - Step 5: Co-Founder Interview — If there's a strong match, you'll have a final conversation with our Founder to align on expectations, cultural fit, and ensure mutual excitement. From there, we'll move quickly to an offer and discuss next steps. We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us.