Head of Collections – UAE
Job Type: Full-Time
Location: UAE
Nationality: Any
Salary: Not Specified
Job Function: Investment Management
Industry: Finance, Investment & Asset Management
About the Role:
Our client, a fast-growing technology-driven financial services company specializing in digital debt recovery solutions, is seeking a Head of Collections for UAE operations. This leadership role owns the end-to-end performance, compliance, and scalability of the UAE collections function. The successful candidate will translate enterprise client expectations, regulatory requirements, and Managing Director priorities into disciplined, high-performing frontline execution.
Key Responsibilities:
A. Lead overall collections performance across all UAE portfolios, including recovery rates, compliance, quality, and customer experience.
B. Directly manage, coach, and performance-review all collections staff, including Senior Collections Specialists and future hires.
C. Build and enforce a performance-driven culture with clear KPIs, scorecards, and accountability.
D. Translate client strategies, regulatory obligations, and MD direction into operational workflows and daily priorities.
E. Ensure strict compliance with UAE collections regulations, data sovereignty, and client-specific policies.
F. Act as the primary escalation point for complex customer cases, disputes, complaints, and sensitive client matters.
G. Partner with the Managing Director on hiring plans, capacity planning, portfolio readiness, and operational scaling.
H. Support enterprise client onboarding, ensuring portfolios launch cleanly and perform to expectations.
I. Collaborate with global operations, product, and compliance teams to localize tools, scripts, and processes for the UAE market.
J. Monitor collector activity, quality, and conduct, intervening proactively when standards slip.
K. Provide accurate and timely reporting on performance, risks, trends, and improvement opportunities.
What We Offer:
A. Leadership role at the ground floor with significant responsibility and scope.
B. Strong career growth potential in a fast-expanding global business.
Requirements:
A. 8–12+ years of collections experience, including significant people leadership in regulated environments.
B. Direct experience leading collections operations in the UAE or GCC; local market knowledge is essential.
C. Strong understanding of UAE collections laws, enforcement boundaries, and regulator expectations.
D. Proven ability to drive recovery performance through teams while maintaining compliance and quality standards.
E. Experience managing sensitive portfolios for banks, telcos, utilities, BNPLs, or other regulated lenders.
F. Strong judgment and decision-making in high-pressure situations.
G. Credible leadership presence to manage frontline staff and engage confidently with enterprise clients.
H. Fluent English required; Arabic strongly preferred.
I. Comfortable building operations from the ground up rather than inheriting mature structures.
