Head of Collections, UAE

InDebted

You will design, run, and continuously optimise the UAE collections engine end to end.

Key responsibilities

• Own full economic performance of all UAE collections portfolios, including recoveries, roll rates, cost-to-collect, ROI, quality, and customer outcomes
• Design, implement, and continuously optimise collections strategies using data, segmentation, and performance feedback loops
• Build, lead, and performance-manage all collections staff with clear KPIs, productivity benchmarks, and incentives tied to outcomes
• Translate regulatory requirements, enterprise client expectations, and Managing Director priorities into scalable, repeatable operational workflows
• Own collections analytics, MIS, and performance visibility so decisions are grounded in data, not intuition
• Ensure strict compliance with UAE collections regulations, data sovereignty requirements, and client-specific policies
• Act as the primary escalation point for complex customer cases, disputes, complaints, and regulator-sensitive matters
• Partner closely with the Managing Director on hiring plans, capacity planning, portfolio readiness, and scale economics
• Support enterprise client onboarding to ensure clean launches and early performance stability
• Continuously assess build vs buy decisions across tooling, vendors, and agencies with a clear ROI lens
• Work with global operations, product, and compliance teams to localise tools, scripts, and processes for the UAE market

Experience and skills

• 10+ years in collections, credit, or financial operations with clear ownership of performance outcomes and economics
• Demonstrated experience building or transforming collections operations from an early or fragmented baseline
• Strong analytical background (FP&A, BI, risk, analytics, or equivalent) with the ability to design KPIs, scorecards, and decision frameworks
• Proven ability to improve recovery performance while reducing cost-to-collect through automation, segmentation, and process redesign
• Experience operating in highly regulated, relationship-sensitive environments (banks, fintechs, BNPLs, telcos, utilities)
• UAE or GCC collections experience strongly preferred, with credibility operating alongside regulators and enterprise clients
• Strong judgment in high-pressure, high-consequence situations
• Comfortable making hard trade-offs between recovery, risk, cost, and customer outcomes
• Fluent English required; Arabic a strong advantage but not mandatory

What success looks like

• Predictable, improving recovery outcomes with disciplined cost-to-collect and zero compliance incidents
• Data-led decision-making with early identification and correction of performance issues
• Tooling, workflows, and team structure that scale without linear headcount growth
• Enterprise clients trust InDebted s execution, escalation handling, and risk management
• The Managing Director can scale commercial growth confidently, knowing operations will hold the line