Collection Manager at Gamma Mobility

Job Description

• The Collections Manager will lead Gamma Mobility’s centralised collections function, ensuring strong repayment performance across a large and high-frequency portfolio. This role is responsible for driving collections strategy, optimising daily execution, and managing team productivity to consistently meet cash collection targets. 
• The ideal candidate is a disciplined operator with strong leadership and analytical skills, capable of improving collections outcomes while maintaining a high-performing, compliant, and customer-focused collections operation.

Roles and Responsibilities

Collections Strategy & Execution Excellence

• Develop and lead collections strategies that maximize repayment performance across the portfolio.

• Translate strategy into clear daily execution plans and recovery priorities.

• Ensure collections activities are consistent, structured, and aligned to business performance goals.

• Introduce data-driven interventions to improve collection outcomes and reduce delinquency trends.

Centralized Collections Operations Management

• Oversee centralised, virtual collections operations across assigned cities.

• Ensure structured customer follow-up through approved digital and call channels.

• Maintain disciplined workflows and routines to support consistent daily recovery performance.

• Ensure customer engagement is professional, firm, and aligned with company values.

Team Leadership & Productivity Management

• Lead, coach, and manage a team of centralised collections officers.

• Set productivity standards, performance expectations, and daily recovery targets.

• Build and implement performance management routines including coaching, reviews, and corrective actions.

• Design incentive and accountability structures that drive outcomes, not just activity.

Monitoring, Reporting & Portfolio Insights

• Own collections dashboards and performance reporting for leadership visibility.

• Monitor repayment performance trends and identify risks early to protect cash flow.

• Track effectiveness of collections strategies and recommend improvements where needed.

• Provide insights that inform credit decisioning, customer segmentation, and operational improvements.

Escalation & Cross-Functional Collaboration

• Ensure effective escalation and handover of unresolved cases to the City Manager team for field recovery.

• Collaborate with Credit & Risk, Operations, Finance, Legal, and City Teams to resolve customer issues impacting repayment.Support improvement of payment processes, customer communication, and operational drivers of delinquency.

Compliance, Governance & Continuous Improvement

• Ensure collections practices follow internal policy, ethical standards, and applicable regulations.

• Maintain well-documented processes and ensure audit readiness.

• Continuously improve SOPs, scripts, and workflows to strengthen recovery performance and team efficiency.

Requirements

• Master’s degree in Business Administration, Operations Management, Finance, or related field.

• Minimum of 6 years of progressive experience in a Collections Role with a deep understanding of collections performance management and productivity systems.

• Strong negotiation, customer engagement, and conflict resolution skills.

• Data-driven mindset with strong comfort using dashboards and performance analytics.

• High ownership, attention to detail, and ability to perform under daily target pressure.

• Strong leadership, coaching, and stakeholder management capability.

Key Skills

• Strong strategic and operational execution ability.

• Deep understanding of collections performance management and productivity systems.

• Strong negotiation, customer engagement, and conflict resolution skills.

• Data-driven mindset with strong comfort using dashboards and performance analytics.

• High ownership, attention to detail, and ability to perform under daily target pressure.

• Strong leadership, coaching, and stakeholder management capability.