Head of Collections B2B

Klar S.A de C.V.; Ciudad de México; Hybrid; MXN 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Klar stock options

Vacation days

Medical Insurance

Food vouchers

Wellbeing programs

Coaching & therapy

Job summary

Klar is seeking an experienced Head of Collections to lead the B2B collections strategy for a growing portfolio in Mexico City. The role focuses on end-to-end collections, operational design, and scalable processes to improve recovery and reduce delinquencies.

You will build analytical dashboards, collaborate with Product, Data, and Engineering to automate workflows, and manage external agencies to optimize performance while balancing customer experience.

Qualifications

• 8+ years of experience in collections, credit operations, lending, or financial services, including leadership of collections operations.
• Experience managing B2B collections portfolios, including business lending or receivables with complex dynamics.
• Strong analytical capabilities translating portfolio data into actionable collection strategies.
• Proven ability to lead operational and high performing analytical teams and drive execution across multiple workstreams.
• Experience managing external collection agencies, BPOs, or other partners.
• Advanced English level.

Responsibilities

• Own the end-to-end collections strategy for the B2B portfolio, defining differentiated approaches by delinquency stage, customer segment, exposure, risk, and likelihood of recovery.
• Build and optimize the operating model for B2B collections, accounting for differences in customer behavior, balances, payment cycles, decision-making structures, and collection complexity.
• Establish a robust analytical framework to identify portfolio trends, root causes of delinquency, recovery opportunities, and bottlenecks.
• Identify and implement opportunities to automate collections workflows and AI-powered capabilities with Product, Data, and Engineering.
• Lead a high-performing collections organization with clear ownership, performance expectations, and development plans.
• Partner with Risk, Finance, Product, and other teams to align collections with portfolio economics and customer experience.

Skills

Collections strategy

B2B collections

Analytical thinking

Stakeholder mgmt

Negotiation

English proficiency

Job description

About Klar

We're turning one of the world's largest underbanked markets into something fairer, simpler, and more transparent.

7 million users served since 2019. Uber's first global credit card, built right here in Mexico. Klar Empresarial, a brand-new B2B solution — Klar Empresarial — bringing agile credit and smart accounts to SMEs who've been ignored by traditional banks for too long. And a full banking license on the horizon, because our customers asked for it and we listened.

We move fast, we think big, and we go all in, because as our CEO puts it: "Growing doesn't always mean going further. Sometimes it means going deeper."

Behind all of it is a team of 30+ nationalities, working across Mexico City, Berlin, and Argentina, obsessed with building financial products that are simpler, faster, and fairer than anything that came before.

This is Klar, and we're seeking the people who'll write the next chapter.

Our people

If you join us at Klar, you’ll be welcomed to a team that is rich in many talents and we are very proud! With our head office in Mexico City, and remote tech hubs in Berlin and Argentina, we are always learning something new about another culture or language. With so many people from different backgrounds and walks of life (young professionals, parents, LGBTQ+, neurodivergence), you’ll definitely find your people here!

and walks of life (young professionals, parents, LGBTQ+, neurodivergence), you’ll definitely find your people here!

Our values

Ownership - We own our successes & our failures as a team.

Excellence - We do everything to the best of our ability & always seek to achieve a new level of excellence in our work.

Inclusion - We believe we are stronger together and actively work to promote a safe, diverse, inclusive, and respectful culture.

Customer Obsession - We understand the value Klar can bring to its customers & it’s always at the forefront of our decisions.

Klarity - We communicate clearly & with authenticity. It’s in our name & it’s what we do.

The position and your daily adventures

This is a full-time position based in our Mexico City office with a hybrid model, therefore we are looking forward to seeing you in our office 2-3 times per week.

What you can expect:

1. Collections Strategy & Portfolio Performance

• Own the end-to-end collections strategy for the B2B portfolio, defining differentiated approaches by delinquency stage, customer segment, exposure, risk, and likelihood of recovery.
• Drive improvements in key portfolio outcomes, including delinquency rates, roll rates, cure rates, recovery rates, and loss mitigation.
• Design and optimize collections strategies across communication channels, negotiation approaches, payment reminders, repayment arrangements, and restructuring options.
• Establish clear performance targets, monitoring mechanisms, and accountability across the collections operation.

2. B2B Collections Operations

• Build and continuously optimize the operating model for B2B collections, accounting for differences in customer behavior, account balances, payment cycles, decision-making structures, and collection complexity.
• Define appropriate strategies for different delinquency stages, including internal management, external collection partners, specialized follow-up, and escalation processes.
• Develop effective approaches to account prioritization, contactability, payment commitments, negotiation, and follow-up.
• Manage and optimize external collection agencies and BPO partners, including performance management, commercial negotiations, service levels, and resource allocation.

3. Analytics, Performance Management & Experimentation

• Establish a robust analytical framework to identify portfolio trends, root causes of delinquency, recovery opportunities, and operational bottlenecks.
• Translate data into actionable strategies, with clear hypotheses, measurable targets, and follow-through on implementation.
• Build dashboards and reporting mechanisms that provide visibility into portfolio performance, operational productivity, and financial outcomes.
• Design and execute experiments to assess the effectiveness of collection strategies, communication channels, negotiation approaches, and operational changes.

4. Automation, AI & Operational Transformation

• Identify and implement opportunities to automate collections workflows, improve agent productivity, and reduce manual intervention.
• Partner with Product, Data, and Engineering to develop AI-powered collection capabilities, including automated outreach, customer engagement, negotiation support, and workflow orchestration.
• Establish appropriate monitoring, quality controls, and performance evaluations for automated and human-led collections processes.

5. Team Leadership & Organizational Development

• Build, develop, and lead a high-performing collections organization, including operational leaders and specialized capabilities such as analytics, strategy, and process optimization.
• Establish clear ownership, performance expectations, and development plans across the team.
• Develop a culture of analytical rigor, operational discipline, accountability, and continuous improvement.

6. Cross-Functional Collaboration, Compliance & Customer Experience

• Partner with Risk, Finance, Product, and other relevant teams to align collections strategies with portfolio economics and business objectives.
• Ensure collections practices comply with applicable regulations, internal policies, and customer treatment standards.
• Balance recovery performance with customer experience, maintaining appropriate communication practices and escalation mechanisms.

What we are looking for:

• 8+ years of experience in collections, credit operations, lending, financial services, or a related field, including significant experience leading collections operations.
• Demonstrated experience managing B2B collections portfolios, ideally involving business lending, credit products, financial services, or other receivables with complex payment and negotiation dynamics.
• Strong analytical capabilities, with experience translating portfolio data into actionable collection strategies and measurable business outcomes.
• Proven ability to lead operational and high performance analytical teams, manage performance through metrics, and drive execution across multiple workstreams.
• Experience managing external collection agencies, BPOs, or other third-party operational partners.
• Experience designing segmentation strategies, delinquency treatments, recovery initiatives, and operational processes.
• Ability to work effectively with Product, Data, and Engineering teams to implement process improvements, automation, and technology-enabled solutions.
• Strong stakeholder management, communication, and negotiation skills.
• Demonstrated ownership, sound judgment, and a bias toward measurable results.
• Advanced English level

Our offer to you:

• Competitive salary based on performance and experience
• Chance of earning Klar stock options
• 15 days of paid vacation per year; plus extended maternity and paternity leaves
• Vacation premium
• 30 days of Christmas bonus
• Food vouchers
• Medical Insurance
• Computer device
• Wellhub subscription to offer mental and physical health
• Sponsored coaching and therapy sessions via a Mental Health Platform
• A modern centrally located office in Mexico City with free drinks, snacks, and regular social events
• International work environment with amazing and highly skilled people
• A world class team that helps you evolve your skills in areas you're interested in

Klar is a safe place for everyone!

We trust our highly skilled and diverse team and we’re committed to creating a welcoming and inclusive environment for new talents to flourish. We value diversity and welcome all applications regardless of gender, nationality, ethnic and social origin, religion/belief, physical abilities, age, sexual orientation and identity.

Should you require any accommodations through the recruitment process, please don’t hesitate to let us know how we can help!