Collections Manager

Addi; Bogotá; Presencial; COP 70.000.000 - 100.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Equity in the company

Benefits beyond the basics

Descripción de la vacante

Addi is seeking a leader for its collections operations in Bogotá, Colombia. The role involves managing a team of approximately 110 people and executing strategies for portfolio recovery and team productivity.

The ideal candidate will have experience in collections, strong leadership skills, and the ability to drive strategic initiatives. Join Addi to influence the next generation of financial services and positively impact customer experiences.

Formación

• Experience leading teams of 80+ in collections or contact center operations.
• 2+ years in collections operations within financial services.
• Proficient in reading data and spotting trends.

Responsabilidades

• Lead collections operation managing 110 team members.
• Meet recovery targets by bucket and channel.
• Deliver strategic initiatives for measurable impact.

Conocimientos

Leadership

Strategic thinking

Communication

Ethics

Knowledge of collections regulation

Descripción del empleo

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 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 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
  • 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
  • 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
  • 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
  • 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.