Manager/Senior Manager, Collections & Recoveries Strategy

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of monitoring and analyzing KOHO's delinquency and loss trends across all lending products — including roll rates, cure rates, vintage performance, and charge-off trajectories.

• Create and maintain dashboards and reporting frameworks that provide leadership with real-time insights into portfolio health and collections performance.

• Detect early warning signals of credit decline and suggest proactive intervention strategies.

• Define and measure the key performance indicators that are crucial: 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.

• Design and continuously enhance KOHO's contact strategy throughout the entire delinquency lifecycle.

• Develop customer segmentation models to customize treatment strategies based on delinquency stage, customer risk profile, payment behavior history, and responsiveness.

• Collaborate with Product and Engineering teams to create or improve in-app and digital nudges that promote repayment before accounts reach critical delinquency stages.

• Ensure that all contact strategies adhere to relevant regulations.

• Create payment arrangement programs — including hardship plans, installment options, fee suppression, and settlement/partial forgiveness offers.

• Oversee the strategic direction of KOHO's third-party collections partners (BPOs).

• Formulate the strategy for post-charge-off debt recovery, which includes internal recovery efforts, third-party debt placement, and decisions regarding debt sales.

• Work alongside Credit Strategy to develop the policy framework for re-qualifying defaulted customers for new credit products.

⛳️ Requirements

• 3–5+ years of experience in collections strategy, recoveries, or credit risk management within a consumer lender, bank, fintech, or credit card company.

• Extensive knowledge of the consumer collections lifecycle — from early delinquency to charge-off, third-party placement, and recovery.

• Practical experience in designing contact strategies, payment arrangement programs, and/or settlement frameworks.

• Experience in working with BPO vendors, including establishing performance standards.

• Strong analytical abilities — proficient in building financial models, conducting cohort analyses, and creating cost-benefit frameworks; SQL skills are highly regarded.

• Understanding of Canadian consumer protection and debt collection regulations.

• Excellent communication skills; capable of converting analytical insights into operational recommendations and presenting them to senior leadership.

🏝️ Benefits

• Competitive compensation & equity.

• Generous vacation + wellness days + flex days + holiday closure.

• Remote-first environment + coworking support + annual all-hands retreat.

• Access to coaching & growth programs.

• Parental top-up & leave policies.

• Comprehensive health benefits.

• Power-up budgets for books, home office setups, phone & internet, AI tools, and professional development.