Collections Manager

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.

Responsibilities

• 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.

Requirements

• Human and demanding leadership (must-have)
• 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 (must-have)
• 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 (must-have)
• 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 (must-have)
• Handles pressure for results without crossing ethical lines.
• Knows and applies Colombian collections regulation: Ley 2300 of 2023 and CE 026 from the SFC.

Benefits

Additional Information

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 generate 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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at addi? Share your experience