Head of Collections Strategy, Analytics & Client Performance

SUMMARY:
Are you passionate about using data, analytics, technology, and strategic thinking to deliver measurable business results?
 
We are seeking an experienced and commercially minded leader to join a market-leading organisation as the Head of Collections Strategy, Analytics & Client Performance.

POSITION INFO:
This is not a traditional collections role. You will not be managing day-to-day collections activities. Instead, you will take ownership of improving collections performance, recovery outcomes, operational efficiencies, and client satisfaction through data-driven decision-making, advanced analytics, artificial intelligence, and strategic leadership. Reporting directly to the COO, you will play a critical role in influencing business strategy, driving innovation, optimising operations, and delivering exceptional results for clients. If you enjoy solving complex problems, uncovering insights from data, engaging with executive stakeholders, and developing innovative collections strategies, this could be the ideal opportunity for you. Key Responsibilities: Collections Performance Analytics Lead the analysis of collections performance across multiple portfolios and clients to identify opportunities for improvement and growth. You will: Analyse collections campaigns and recovery performance Identify trends impacting collections success rates Evaluate team and operational performance metrics Investigate customer journey drop-off points Assess collections strategy effectiveness Monitor recovery rates and portfolio health Develop actionable recommendations to improve outcomes Drive continuous performance improvement initiatives Data Analytics, AI & Predictive Modelling Leverage advanced analytics and emerging technologies to improve collections effectiveness and operational efficiency. You will: Develop and implement predictive collections strategies Utilise AI-driven models to improve recovery outcomes Apply predictive analytics to identify high-risk accounts Segment customers based on behavioural and payment profiles Identify optimal customer contact strategies Evaluate collections treatment paths and outcomes Support automation initiatives across collections operations Use Business Intelligence tools to generate actionable insights Key questions you will help answer: Which customers are most likely to pay? Which accounts present the highest risk of default? What is the most effective collections strategy for different customer segments? When is the best time, channel, and approach to engage customers? How can recovery rates be increased while reducing operational costs? Client Engagement & Executive Reporting Act as a trusted advisor to clients by translating complex analytical findings into practical business solutions. You will: Build strong relationships with key client stakeholders Present collections performance results and strategic insights Develop executive-level reporting and dashboards Create client scorecards and performance frameworks Deliver board-level and COO-level presentations Explain trends and recommendations in clear business language Lead strategic client review meetings Identify growth and optimisation opportunities for clients The successful candidate must be comfortable engaging with senior executives and able to tell compelling stories using data. Collections Strategy & Recoveries Optimisation Drive collections strategy across the full credit lifecycle. This includes: Pre-delinquency strategies Early-stage collections Mid and late-stage collections Recoveries and rehabilitation strategies You will continuously evaluate opportunities to improve performance through: Dialler optimisation Campaign segmentation enhancements Customer communication strategies Channel optimisation Workflow improvements Automation initiatives Resource allocation improvements Process redesign and innovation Workforce Optimisation & Quality Management Provide oversight and strategic direction across quality assurance and workforce management functions. You will: Monitor quality assurance frameworks Develop performance scorecards and KPIs Review workforce planning and capacity models Evaluate operational productivity metrics Identify coaching and development opportunities Improve agent effectiveness and efficiency Drive operational best practices Support resource planning initiatives Strategic Leadership As a member of the senior leadership team, you will play a critical role in shaping business performance. You will: Lead collections analytics and performance teams Drive strategic initiatives across the business Influence operational and commercial decisions Implement innovative data-driven solutions Engage with executive leadership and C-suite stakeholders Support organisational growth strategies Champion analytics and AI-driven decision-making Foster a culture of continuous improvement Minimum Requirements Bachelor's Degree in: Statistics Data Science Mathematics Actuarial Science Economics Finance Business Analytics Industrial Engineering Computer Science Related quantitative field Minimum 8-10 years' experience within: Collections Recoveries Credit Risk Operational Analytics Business Intelligence Performance Optimisation Proven leadership experience managing analytics, strategy, or performance teams Strong client-facing and stakeholder engagement experience Experience presenting to Executive, COO, Board, or C-suite audiences Advanced analytical and problem-solving capability Strong understanding of the collections and recoveries lifecycle Preferred Experience We would love to speak to professionals currently operating as: Head of Collections Analytics Head of Credit Strategy Head of Performance & Analytics Collections Strategy Manager Recoveries Analytics Manager Credit Risk Strategy Manager Business Intelligence Lead within a collections environment Senior Data & Analytics Manager Operational Analytics Leader Technical Skills Experience in one or more of the following: SQL Power BI Tableau Python SAS Excel Business Intelligence platforms Predictive Analytics AI & Machine Learning solutions Collections technology platforms Dialler and campaign management systems For Finance Roles: For more exciting Actuarial & Analytics vacancies , please visit: Network Recruitment International I also specialise in recruiting: Actuarial (Life, Short-Term, Pensions, Health, Quant) Data Science & Advanced Analytics Pricing & Product Modelling Market, Credit & Quantitative Risk Machine Learning & AI Specialists If you have not received a response within two weeks, please consider your application unsuccessful. Your profile will remain on our database for future opportunities. For more information, contact: Kholo Mongalo Recruitment Researcher - Actuarial & Analytics Connect with me on LinkedIn: Kholo Mongalo on LinkedIn