Manager / Senior Manager, Collections & Recoveries Strategy

About the role

KOHO is looking for a Manager or Senior Manager, Collections & Recoveries Strategy to build and own our collections function from the ground up. This is a rare opportunity to design a collections program at a company transitioning to a full-service bank - one where you'll set the strategy, define the operating model, and directly influence how we treat customers at their most financially vulnerable moments. You will be responsible for the end-to-end collections and recoveries strategy across KOHO's lending portfolio: from early-stage delinquency intervention through to post-charge-off recovery and customer rehabilitation. You'll work closely with Operations, Product, and our BPO partners to design contact strategies, payment programs, and customer-first recovery experiences that reduce losses while treating customers with dignity and respect. You'll also own the strategy for bringing customers back to KOHO after a default - turning what could be a permanent exit into a pathway back to financial health. This role sits at the intersection of analytics, operations, and strategy. The right person is comfortable in the data, decisive under ambiguity, and motivated by the idea that collections done well is a form of customer care.

Responsibilities

• Delinquency & Loss Analytics
• Own the monitoring and analysis of KOHO's delinquency and loss trends across all lending products - roll rates, cure rates, vintage performance, and charge-off trajectories
• Build and maintain dashboards and reporting frameworks that give leadership real-time visibility into portfolio health and collections performance
• Identify early warning signals of credit deterioration and propose proactive intervention strategies
• Define and track the KPIs that matter: right-party contact rate, promise-to-pay rate, promise-to-pay kept rate, gross collections rate by delinquency stage, cost-per-dollar-collected, and post-charge-off recovery rates
• Contact Strategy & Customer Engagement
• Design and continuously optimize KOHO's contact strategy across the full delinquency lifecycle - including when to reach out, through which channels (chat, email, push, SMS, voice), with what messaging, and at what frequency
• Develop customer segmentation models to tailor treatment strategies based on delinquency stage, customer risk profile, payment behaviour history, and responsiveness
• Partner with Product and Engineering to build or enhance in-app and digital nudges that encourage repayment before accounts reach critical delinquency stages
• Ensure all contact strategies comply with applicable regulations, including FCAC guidelines on debt collection conduct and OSFI expectations for a federally regulated lender
• Payment Programs & Settlement Design
• Design payment arrangement programs - including hardship plans, instalment options, fee suppression, and settlement / partial forgiveness offers - that balance loss reduction with customer relief
• Define eligibility criteria, discount waterfall frameworks, and authorization protocols for settlement offers
• Evaluate and test the financial trade-offs of different recovery programs against a modelled "do nothing" baseline
• Build and refine financial models to assess the value of collections treatments, cure probability by segment, and expected recovery rates at each delinquency stage
• BPO & Operations Partnership
• Lead the strategy of KOHO's third-party collections partners (BPOs), including defining scope of engagement by delinquency stage, channel coverage (chat, dialling), performance standards, and escalation frameworks
• Work with Operations to develop performance scorecards for BPO partners and participate in regular reviews to assess quality, compliance, and outcomes
• Work with Operations to design the internal vs. external collections model - determining which segments to manage in-house and when/how to place accounts with external agencies
• Post-Charge-Off Recovery & Customer Rehabilitation
• Develop the strategy for

Benefits

Additional Information

About KOHO We're on a mission to make financial services better for every Canadian. That means no hidden fees, no predatory interest rates - just financial products designed to help our users spend smart, save more, and build real wealth. We're a performance organization with a strong heart: we care deeply about outcomes, and everything ties back to our mission - to financially empower a generation of Canadians. At KOHO, we're not your average 9-5. We believe real impact comes from people who are trusted, empowered, and supported to do their best work - without sacrificing their lives to do it. We prioritize work-life integration, not just work-life balance. That means asynchronous collaboration, flexible hours, and a remote-first setup built around autonomy and high trust. KOHO is entering its next chapter - leaner, smarter, more AI-integrated. We're building for impact, not bureaucracy. If you thrive in environments that value clarity, ownership, and bold thinking, you'll fit right in.

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