Head of Collections and Recovery Strategy (US)

About the role

The US loan book is growing fast. Our collections and recoveries operation exists but it was built for a smaller, simpler business. This role is a mandate to challenge everything, rebuild what needs rebuilding, and design a collections strategy that scales with the book.

You will own the end-to-end collections and recoveries function for US Loans: the strategy, the process, the data, and the vendor relationships. You will work directly with the US Loans MD and sit at the intersection of operations, risk, product and tech. Critically, you will also build and lead the analytics function for collections.

Responsibilities

• Audit the current collections and recoveries operation from first principles. Every workflow, every handoff, every vendor and produce a clear view of what's broken and what needs to change
• Design and own the collections strategy across the full delinquency lifecycle: early arrears, late-stage collections, charge-off, and recovery
• Build and own the analytics function for collections. Pulling your own data, building models, defining KRs, and growing a team around you as the book scales
• Own the contact strategy: when we reach out, how, and what we say and use data to continuously test and improve it
• Build and manage relationships with third-party collections agencies and legal partners. Setting performance expectations, tracking outcomes, and replacing underperformers
• Partner with product and tech to build the tooling and automation that makes the operation scalable, not headcount-dependent
• Define and own the KRs for collections performance: cure rates, recovery rates, cost-to-collect, charge-off rates and hold the operation accountable to them

Requirements

You have real hands-on experience in US consumer collections at a fast-moving fintech; you know what good looks like because you've built it, not just run it. You're deeply analytical, comfortable pulling your own data and building your own models, and you see analytics as a core part of how collections strategy gets made. The regulatory piece matters but you don't need to be a compliance lawyer, you need to know the landscape, ask the right questions, and work effectively with legal and compliance to stay ahead of it.

• 4–8 years in US consumer collections or recoveries, ideally at a fast-moving fintech, you've owned a delinquency book and you know what good looks like
• Familiarity with the US regulatory landscape for consumer collections (FDCPA, state-level rules)
• Strong hands-on analytics ability - comfortable pulling your own data, building your own models, defining metrics, and growing an analytics function
• Experience managing and evaluating third-party collections vendors
• A track record of redesigning processes from the ground up, not just running what's already in place
• Comfortable with ambiguity
• Strong communicator who can influence across product, risk, legal and senior leadership without needing a big team behind them
• Passionate about artificial intelligence and how to incorporate these technologies to better serve and support customers

Qualifications

Specifically:

• 4–8 years in US consumer collections or recoveries, ideally at a fast-moving fintech, you've owned a delinquency book and you know what good looks like
• Familiarity with the US regulatory landscape for consumer collections (FDCPA, state-level rules)
• Strong hands-on analytics ability - comfortable pulling your own data, building your own models, defining metrics, and growing an analytics function
• Experience managing and evaluating third-party collections vendors
• A track record of redesigning processes from the ground up, not just running what's already in place
• Comfortable with ambiguity
• Strong communicator who can influence across product, risk, legal and senior leadership without needing a big team behind them
• Passionate about artificial intelligence and how to incorporate these technologies to better serve and support customers

Skills

The role requires a combination of technical skills and soft skills. You should be able to:

• Understand and apply the FDCPA and other relevant regulations
• Develop and implement data-driven strategies
• Manage and evaluate third-party vendors
• Collaborate with cross-functional teams
• Communicate effectively with stakeholders
• Use data to continuously test and improve processes

Benefits

Life at Lendable offers a range of benefits designed to support your physical and mental wellbeing, including:

• Private health cover
• Retirement savings plans
• Employee referral program
• Cycle-to-work and electric vehicle salary sacrifice schemes

Pay

We offer competitive salaries and bonuses based on your experience and performance.

Schedule

We offer flexible working arrangements, including hybrid roles requiring three days in-office weekly and fully remote roles with regular opportunities for in-person connection through socials and off-sites.