Collections Operations Lead

About Us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.

Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.

Your Role

The Collections Operations Lead – KSA Portfolio is responsible for end-to-end ownership of collections performance across assigned portfolios. This role leads both external collection agencies and the internal collections team, ensuring optimal recovery outcomes while maintaining regulatory compliance.

The position holds full accountability for strategy execution, performance monitoring, quality control, and escalation management. This role owns overall delivery, productivity, and continuous improvement, working closely with cross-functional teams including Credit Risk, Policy, and Product to support data-driven decision-making and scalable collections operations.

Your responsibilities

Strategy & Performance Management

• Develop, implement, and optimize data-driven collections strategies to maximize recovery rates.
• Own the performance of the internal collections team, setting KPIs and driving productivity in collaboration with Team Leaders.
• Collaborate with Credit Risk, Policy, and Product teams to support scalable operations and continuous improvement.

Agency & Vendor Management

• Evaluate, onboard, and manage external KSA collection agencies to ensure they meet monthly recovery targets and SLAs.
• Conduct regular performance reviews, audits, and action plans to drive agency improvement.

Compliance and Quality

• Enforce collections policies, operating standards, and approved communication scripts across all channels.
• Lead internal and external (SAMA) audits as the primary Collections Point of Contact.
• Serve as the primary point of contact for resolving operational issues/tickets and Manage customer and SIMAH-related escalations to ensure timely resolution and service continuity.

Operational Excellence

• Identify training needs and process improvements to enhance agent effectiveness and reduce customer complaints.
• Lead automation and digitization initiatives to improve efficiency and scalability for internal team and external collection agencies.

Your expertise

• Bachelor’s degree / Graduate qualification in Finance, Economics, Engineering, Business Administration, or a related field.
•  2–3 years of experience in collections, operations, risk management; experience managing teams or agencies is an advantage.
• Experience of working in collection agencies or a Fintech in similar geographies is preferred.
• Strong analytical and problem-solving skills with hands-on proficiency in Excel
• Ability to quickly learn and adapt to new processes, systems, and regulatory requirements.
• Excellent written and verbal communication skills in Arabic and English