About the Role

Lead Addi's collections operation with 6 Team Leads and a team of approximately 110 people, executing on the floor and co‑designing with Intelligence, Risk, WFM, QA and CX the strategy by bucket, channel, and customer profile. You will own the area’s operational results: portfolio recovery, team productivity, and the experience of customers in delinquency.

What you will do

• Meet recovery targets by bucket (B1 to B5) and channel (voice and WhatsApp) agreed with Risk for 2026, with a validated quarterly plan and monthly deviation reviews.
• Bring the percentage of agents at bonus level to 60–70%, sustained over two consecutive quarters, with individual action plans managed by Team Leads.
• Keep voluntary agent attrition within the target range and retain 100% of high‑performing Team Leads, with an engagement score above Addi's benchmark.
• Sustain customer NPS/CSAT within the target range, with QA operating as a team ...