Head of Collections

About the role

mylo, a Sharia‑compliant fintech platform operating across Egypt, is seeking a senior leader to head its early‑stage collections and customer communication function. The Head of Collections will drive recovery performance while preserving a positive customer experience.

Key responsibilities

• Lead soft‑collection strategies for early delinquency buckets, balancing recovery and customer experience.
• Monitor daily collection metrics such as roll rates, cure rates, PTP achievement and operational KPIs.
• Develop segmentation models based on customer behavior, risk level and portfolio performance.
• Ensure monthly collection targets and service level agreements are met.
• Optimize collection channels including outbound calls, SMS, WhatsApp, IVR, digital tools and field coordination.
• Oversee day‑to‑day call‑center operations, workforce planning, scheduling and staffing.
• Set call‑quality standards, coaching programs and handle escalations or critical complaints.
• Lead, coach and develop supervisors, team leaders and collection agents, fostering a high‑performance culture.
• Prepare MIS dashboards and management reports, analyse portfolio trends and provide strategic recommendations.

Required profile

• Proven leadership experience in consumer‑finance collections and call‑center management.
• Strong analytical mindset with a focus on operational excellence.
• Ability to design and implement segmentation and recovery strategies.
• Excellent communication skills and a customer‑centric approach.

Required skills

• IVR systems
• SMS and WhatsApp messaging platforms
• AI‑driven debt collection tools
• MIS and dashboard reporting