Senior Collections Operations Lead – Mexico

Monee; Ciudad de México; Híbrido; MXN 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

Monee seeks a Senior Collections Operations operator to lead its collections lifecycle in Mexico, partnering with BPOs and vendors to lift recovery performance. The role requires building structured processes and strong stakeholder alignment across regions.

You will drive playbooks, segment targets, and escalation flows while monitoring key metrics and ensuring regulatory compliance. Fluency in Spanish and English is essential for cross-functional collaboration.

Formación

• 5–8 years of experience in collections, recoveries, credit operations, or related roles.
• Experience managing outsourced collections or call-center partners.
• Track record of improving operational metrics.
• Strong analytical and problem-solving skills; able to move from data to action.
• Ability to operate independently in a fast-moving environment.
• Strong stakeholder management across operations, product, and risk teams.
• Fluent in Spanish and English.

Responsabilidades

• Own collections performance in Mexico across the delinquency lifecycle
• Onboard, manage, and optimize external partners (BPOs, vendors)
• Improve agent productivity, QA standards, and day-to-day execution discipline
• Design and refine collections playbooks, segmentation, contact strategies, and escalation flows
• Monitor and improve core metrics such as recovery rates, roll rates, RPC, PTP conversion, and cost-to-collect
• Identify operational bottlenecks and work with Product, Risk, Analytics, and Compliance to address them
• Build reporting cadences and operational reviews with clear action tracking
• Ensure collections operations comply with internal policies and local regulatory requirements

Conocimientos

Collections

Recovery operations

Vendor governance

Analytical thinking

Stakeholder management

Spanish language

English language

Descripción del empleo

Monee seeks a Senior Collections Operations operator to lead its collections lifecycle in Mexico, partnering with BPOs and vendors to lift recovery performance. The role requires building structured processes and strong stakeholder alignment across regions.

You will drive playbooks, segment targets, and escalation flows while monitoring key metrics and ensuring regulatory compliance. Fluency in Spanish and English is essential for cross-functional collaboration.