mylo is a fintech platform dedicated to helping millions of people and businesses thrive by providing accessible and responsible financial solutions. Whether you're purchasing a mobile phone, a new jacket, a flight ticket, a comfy couch, or even covering school tuition, mylo enables you to buy now and pay later at thousands of points of sale across Egypt. Born out of B.TECH—Egypt's leading electronics and appliances retailer with over 27 years of experience in offering buy now, pay later solutions—mylo brings a legacy of trust and innovation to the fintech space. All mylo products are fully Sharia-compliant, ensuring ethical and inclusive financial practices.We are looking for a highly experienced and results-driven Head of Collection to lead and optimize early-stage collections and customer communication operations. The role is responsible for driving collection performance, enhancing customer experience, managing internal and external call center teams, and ensuring operational compliance with company policies and regulatory requirements.The ideal candidate should possess strong leadership capabilities, analytical skills, operational excellence, and deep experience in consumer finance collections and call center management.ResponsibilitiesSoft Collection ManagementLead and manage Soft Collection strategies for early delinquency buckets to maximize recovery while maintaining customer experienceMonitor daily collection performance, roll rates, cure rates, PTP achievement, and operational KPIsDevelop and implement segmentation strategies based on customer behavior, risk level, and portfolio performanceEnsure achievement of monthly collection targets and operational SLAsOptimize collection channels including outbound calls, SMS, WhatsApp, IVR, digital collection tools, and field coordinationMonitor productivity and quality of collection agents and supervisorsManage early risk indicators for risky casesCall Center OperationsManage day-to-day collection Call Center Operations including activitiesImprove customer reachability, service quality, and operational efficiencyEnsure proper workforce management, scheduling, forecasting, and staffing optimizationDevelop and monitor call quality standards and coaching programsHandle escalations and critical customer complaints professionallyImprove operational processes and customer journey experienceUse the AI debt agent in daily operations. Team Leadership & PerformanceLead, coach, and develop supervisors, team leaders, and collection agentsBuild a high-performance and accountability-driven cultureConduct regular performance reviews and calibration sessionsDesign incentive schemes and performance improvement initiativesReporting & AnalyticsPrepare detailed MIS, dashboards, and management reports for senior leadershipAnalyze portfolio trends, collection performance, and operational gapsProvide actionable insights and strategic recommendations to improve recovery performance and operational efficiencyMonitor agency performance and vendor productivity if applicableCompliance & GovernanceEnsure full compliance with regulatory requirements, company policies, and customer treatment standardsMaintain proper audit controls and documentationEnsure ethical collection practices and customer data confidentialityRequirementsBachelor's degree in business administration, Finance, Commerce, Economics, or related fieldMBA or relevant professional certification is a plus 10 -12+ years of progressive experience in consumer finance, banking, fintech, or collections operationsStrong experience in Soft Collection management and delinquency portfolio handlingProven experience managing large call center teams and collection operationsStrong understanding of collection KPIs, portfolio analysis, and operational metricsExperience with dialer systems, CRM platforms, collection systems, and workforce management toolsAdvanced Excel and reporting skillsExperience with Power BI, Metabase, or analytical dashboards is preferredStrong people management and coaching skillsExcellent communication and stakeholder management abilitiesStrategic thinking with strong execution capabilitiesProblem-solving and decision-making skills under pressureStrong negotiation and customer handling skills