Head Of Soft Collection

mylo is a fintech platform dedicated to helping millions of people and businesses thrive by providing accessible and responsible financial solutions. Whether you’re purchasing a mobile phone, a new jacket, a flight ticket, a comfy couch, or even covering school tuition, mylo enables you to buy now and pay later at thousands of points of sale across Egypt. Born out of B.TECH—Egypt’s leading electronics and appliances retailer with over 27 years of experience in offering buy now, pay later solutions—mylo brings a legacy of trust and innovation to the fintech space. All mylo products are fully Sharia-compliant, ensuring ethical and inclusive financial practices.

We are looking for a highly experienced and results-driven Head of Collection to lead and optimize early-stage collections and customer communication operations. The role is responsible for driving collection performance, enhancing customer experience, managing internal and external call center teams, and ensuring operational compliance with company policies and regulatory requirements.

The ideal candidate should possess strong leadership capabilities, analytical skills, operational excellence, and deep experience in consumer finance collections and call center management.

Responsibilities

Soft Collection Management

• Lead and manage Soft Collection strategies for early delinquency buckets to maximize recovery while maintaining customer experience.
• Monitor daily collection performance, roll rates, cure rates, PTP achievement, and operational KPIs.
• Develop and implement segmentation strategies based on customer behavior, risk level, and portfolio performance.
• Ensure achievement of monthly collection targets and operational SLAs.
• Optimize collection channels including outbound calls, SMS, WhatsApp, IVR, digital collection tools, and field coordination.
• Monitor productivity and quality of collection agents and supervisors.
• Manage early risk indicators for risky cases

Call Center Operations

• Manage day-to-day collection Call Center Operations including  activities.
• Improve customer reachability, service quality, and operational efficiency.
• Ensure proper workforce management, scheduling, forecasting, and staffing optimization.
• Develop and monitor call quality standards and coaching programs.
• Handle escalations and critical customer complaints professionally.
• Improve operational processes and customer journey experience.
• Use the AI debt agent in daily operations.

Team Leadership & Performance

• Lead, coach, and develop supervisors, team leaders, and collection agents.
• Build a high-performance and accountability-driven culture.
• Conduct regular performance reviews and calibration sessions.
• Design incentive schemes and performance improvement initiatives.

Reporting & Analytics

• Prepare detailed MIS, dashboards, and management reports for senior leadership.
• Analyze portfolio trends, collection performance, and operational gaps.
• Provide actionable insights and strategic recommendations to improve recovery performance and operational efficiency.
• Monitor agency performance and vendor productivity if applicable.

Compliance & Governance

• Ensure full compliance with regulatory requirements, company policies, and customer treatment standards.
• Maintain proper audit controls and documentation.
• Ensure ethical collection practices and customer data confidentiality.

Requirements

• Bachelor’s degree in business administration, Finance, Commerce, Economics, or related field.
• MBA or relevant professional certification is a plus
• 10 –12+ years of progressive experience in consumer finance, banking, fintech, or collections operations.
• Strong experience in Soft Collection management and delinquency portfolio handling.
• Proven experience managing large call center teams and collection operations.
• Strong understanding of collection KPIs, portfolio analysis, and operational metrics.
• Experience with dialer systems, CRM platforms, collection systems, and workforce management tools.
• Advanced Excel and reporting skills.
• Experience with Power BI, Metabase, or analytical dashboards is preferred.
• Strong people management and coaching skills.
• Excellent communication and stakeholder management abilities.
• Strategic thinking with strong execution capabilities.
• Problem-solving and decision-making skills under pressure.
• Strong negotiation and customer handling skills.