Head of Collection

Lahore, Pakistan
Full Time
Collections
Experienced

About PalmPay

PalmPay is a leading neobank and fintech platform scaling financial inclusion across emerging markets. With over 40 million users, we are building a comprehensive digital financial ecosystem that empowers individuals and businesses through accessible, easy-to-use, and rewarding financial services.

Operating in Nigeria, Ghana, Tanzania, Bangladesh, Pakistan, and the Philippines, PalmPay has been recognised by CNBC as one of the Top 300 Global Fintech Companies and ranked #2 overall and #1 in financial services on the Financial Times’ Africa’s Fastest Growing Companies 2025 list.

Position Overview

The Head of Collection will lead and oversee all collection strategies and execution for PalmPay’s Pakistan business, covering digital lending, installment, and BNPL portfolios. This role is responsible for designing scalable collection frameworks, managing internal and external collection teams, improving recovery performance, and ensuring full compliance with local regulations and consumer protection standards.

The role requires strong leadership, deep understanding of the Pakistani credit ecosystem, and hands-on experience in managing large-scale collection operations.

Key Responsibilities

Collection Strategy & Governance

  • Develop and execute end-to-end collection strategy aligned with business growth, risk appetite, and regulatory requirements in Pakistan.

  • Define collection policies, SOPs, segmentation strategies, and treatment paths across early, mid, and late delinquency buckets.

  • Establish collection KPIs, targets, dashboards, and performance monitoring mechanisms.

Operations & Execution

  • Oversee daily collection operations across in-house, field, and third-party agency channels.

  • Manage collections for digital lending, mobile installment, and BNPL products.

  • Ensure effective coordination between collections, credit risk, customer service, and technology teams.

  • Drive continuous improvement in contact rates, roll rates, recovery ratios, and NPL reduction.

Team & Vendor Management

  • Build, lead, and develop a high-performing collections team across call center, field, and supervisory levels.

  • Appoint, manage, and evaluate external collection agencies, ensuring service quality and compliance.

  • Provide coaching, training, and performance management for collection staff and partners.

Compliance & Consumer Protection

  • Ensure all collection activities strictly comply with SECP, SBP guidelines, Fair Debt Collection Practices, and consumer protection laws in Pakistan.

  • Implement ethical collection standards and customer-friendly recovery practices.

  • Handle escalations, complaints, and sensitive cases in coordination with Compliance and Legal teams.

Analytics & Process Improvement

  • Analyze delinquency trends, repayment behavior, and recovery data to optimize strategies.

  • Work closely with data and technology teams to enhance collection systems, automation, and analytics tools.

  • Identify process gaps and implement scalable solutions to improve efficiency and portfolio quality.

Stakeholder & Leadership Reporting

  • Provide regular reporting and insights to senior management on collection performance, risks, and improvement plans.

  • Support audits, regulatory reviews, and internal governance requirements.

  • Act as the key collection subject-matter expert for business expansion and new product launches.

Required Qualifications & Experience

Education

  • Bachelor’s degree in Business Administration, Finance, Economics, or a related field.

  • Master’s degree or professional certification is an added advantage.

Experience

  • 10+ years of progressive experience in collections, recovery, or credit operations, preferably within fintech, NBFCs, MFIs, banks, or digital lending platforms.

  • At least 5+ years in a senior leadership role managing large-scale collection operations.

  • Strong understanding of Pakistan’s lending, installment, and credit ecosystem.

  • Proven experience managing call center, field collections, and third-party agencies.

Skills & Competencies

  • Strong leadership and people management capability.

  • Deep expertise in collection strategy, delinquency management, and recovery optimization.

  • Excellent analytical and problem-solving skills.

  • Strong knowledge of local regulatory and consumer protection requirements.

  • Ability to work in a fast-paced, performance-driven fintech environment.

  • Excellent communication and stakeholder management skills.

Compensation & Benefits

  • Competitive leadership-level compensation

  • Performance-based incentives

  • Opportunity to build and scale national-level collection operations

  • Career growth in a multinational fintech environment

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