Head of Collections

LemFi (Series B) is building the go-to financial app for the Global South. Moving to a new country shouldn’t mean starting from zero. That's why our team of 400+ spanning 20+ countries is building a financial ecosystem that helps immigrants stay connected to home, build stability, and create wealth regardless of where they are from or where they live. What began as fast, affordable remittances is now evolving into a complete platform for multi-currency accounts, payments, credit, and long-term financial growth. With millions of users across the globe, we process over $1B in monthly transactions to 30+ countries, proving that borders shouldn't limit financial opportunity. LemFi is building the financial infrastructure for the world's migrants and underserved communities, and credit is one of our fastest-growing bets. As Collections Manager you will sit at the intersection of strategy and operations, designing the frameworks that determine how we recover debt fairly and efficiently, then rolling your sleeves up to make sure those frameworks actually work in the field. This is a Head of Collections role in a function that's still early. You'll set the strategy, but there's no large team or finished playbook underneath you yet, so you'll build as much as you direct. You'll own collections end to end: policy, strategy, operations and the team, reporting into senior leadership. One day you're making the case for our risk appetite at board level. The next you're in the data working out why a workflow is breaking, and fixing it yourself. If you only want to work at one of those levels, this isn't the role for you. WHAT YOU'LL BUILD AND OWN Design and continuously refine the end-to-end collections strategy across all product lines, balancing recovery rates with a genuinely customer-first approach. Set and own portfolio-level targets (roll rates, recovery rates, cure rates, cost per recovery) and hold the team accountable to them through clear, data-driven governance. Build and iterate operational playbooks for each stage of the collections journey, from early arrears contact through to legal escalation, using AI tools to accelerate cycle times and personalise outreach. Lead, coach and grow a collections team, creating clear prioritisation frameworks so the right problems get worked first and critical tasks never fall through the cracks. Work cross-functionally with Product, Engineering, Legal and Finance to embed collections logic into product decisions and ensure regulatory compliance across every market we operate in. Identify and integrate third-party debt collection agencies, legal partners and credit bureaus where appropriate, managing those relationships for performance and conduct. Report portfolio health and strategic recommendations to senior leadership in plain language, turning data into decisions rather than decks for their own sake. YOUR EXPERIENCE Significant experience in consumer (B2C) collections or credit risk. Proven track record spanning both strategy design and hands-on operational delivery, not just one or the other. Experience managing or building a collections team, with clear examples of setting priorities, developing people and holding performance to account. Working knowledge of FCA CONC 7 (Arrears, Default and Recovery) and Consumer Duty obligations is required, you should be able to speak fluently to how these shape treatment paths, forbearance, and vulnerable customer handling, not just cite them. Demonstrable ability to use data to diagnose portfolio problems, model scenarios and drive decisions, comfortable with SQL, BI tools or equivalent, and willing to bring AI into your workflow. Experience working in a high-growth or fast-moving environment where processes were incomplete and you had to build as you flew. Strong judgement about what to prioritise: able to distinguish between the problems that matter today and the noise, and able to instil that discipline in a team. NICE TO HAVE Experience across multiple geographies or emerging markets, particularly in Africa, South Asia or the diaspora corridor. Background in a fintech, neobank or digital lender where collections was built from a relatively early stage. Familiarity with collections-specific tooling (e.g. collections management systems, dialler platforms, predictive scoring models). WHY JOIN LEMFI? Love shouldn’t be expensive, yet those working hardest for their families often face predatory fees and banking exclusion. We're changing this. At LemFi, you won’t be just a cog in a machine. Whether designing products, scaling operations, or telling our story, you’ll tackle complex challenges with real, immediate impact. Your work goes beyond metrics - it puts money back in families’ pockets and offers access to the previously excluded. Join us to make a meaningful difference, where high performance is a lifeline for millions. You can connect with us on LinkedIn https://www.linkedin.com/company/lemfi/ and Instagram https://www.instagram.com/uselemfi/ and if you haven't already, download the app on the App Store https://apps.apple.com/gb/app/lemfi/id1533066809 or Google Play https://play.google.com/store/apps/details?hl=en&id=com.lemonadeFinance.android.