Head of Collection

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 Africas Fastest Growing Companies 2025 list.

Position Overview

The Head of Collection will lead and oversee all collection strategies and execution for PalmPays 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

• Bachelors degree in Business Administration Finance Economics or a related field.

• Masters 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 Pakistans 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