Senior Director of Collections

ABOUT KUESKI

At Kueski, we're dedicated to improving the financial lives of people in Mexico. Since 2012, we've been the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for our innovative financial services. Our flagship product, Kueski Pay, provides seamless payment solutions for both online and in-store transactions, establishing itself as the preferred option for nearly 30% of Mexico's top e-commerce merchants. Notably, we were the first to introduce BNPL on Amazon Mexico.

We're a tech company with a culture geared toward innovation, collaboration, and impact, fostering a strong, diverse, and inclusive workplace. Our commitment to excellence and ethical business practices has earned us multiple industry recognitions. In 2024, we were named one of the World’s Top FinTech Companies by CNBC and recognized as one of the most ethical companies in Mexico by AMITAI. Additionally, we were certified as a Best Place to Work for LGBTQ+ Equality by HRC Equidad MX 2025 and ranked among the Best Companies for Female Talent by EFY.

POSITION

Kueski is seeking a Senior Director of Collections to lead, scale, and transform Kueski’s end-to-end Collections organization. This role owns collections strategy, operational discipline, and execution to deliver strong portfolio performance, efficient cash recovery, regulatory compliance, and a customer-responsible collections experience.

This leader will architect a modern, scalable collections operating model capable of supporting 10x growth, leveraging data, AI, automation, and best-in-class processes. The role is critical to protecting Kueski’s unit economics, liquidity, and risk profile, while ensuring collections practices reinforce customer trust, brand values, and regulatory expectations.

KEY RESPONSABILITIES

STRATEGIC LEADERSHIP:

• Define and communicate the long-term Collections vision, strategy, and success metrics in partnership with the VP of Strategic Planning.

• Align Collections strategy with company objectives, OKRs, and KIOS, ensuring execution supports both short-term cash performance and long-term portfolio health.

• Act as the primary executive point of contact for Collections performance, risk outcomes, and recovery strategy.

• Partner cross-functionally with Lending, Risk & Fraud, Finance, Product, Engineering, Legal, Compliance, and Customer Operations to ensure collections strategies are well integrated and continuously improved.

• Build and maintain strong relationships with external collections agencies, technology providers, and regulatory stakeholders.

COLLECTIONS STRATEGY & PORTFOLIO PERFORMANCE:

• Lead the end-to-end Collections organization, including early-, mid-, and late-stage collections, in-house teams, and external agency partners.

• Design and execute data-driven recovery strategies to optimize roll rates, recovery curves, cash flow, and loss mitigation.

• Own segmentation strategies, contact strategies, and treatment paths by risk tier, product, cohort, and customer behavior.

• Balance recovery effectiveness with customer outcomes, ensuring collections practices align with Kueski’s values and brand standards

• Continuously evaluate and improve collections policies, playbooks, and escalation paths.

• Design, manage, and continuously optimize the strategy for charged-off portfolio sales alongside finance. This includes defining eligibility criteria, timing, pricing frameworks, and partner selection, to maximize recoveries while enabling the organization to focus operational capacity on higher-value, fresher vintages.

OPERATIONAL SCALABILITY & TECHNOLOGY TRANSFORMATION:

• Lead the design and implementation of a post-AI Collections operating model, partnering closely with Product and Engineering.

• Drive automation across collections workflows (payment retries, prioritization, contact strategies, self-serve options, agency management) that can support future business needs and a 10x growth.

• Champion experimentation and innovation in collections, including AI-driven decisioning, predictive modeling, and digital-first recovery strategies.

• Ensure operational systems and processes are resilient, reliable, and continuously evolving to meet customer needs.

• Own the collections budget, from its inception and integration to the financial plan to the plan vs actuals deviation analysis.

RISK, COMPLIANCE & GOVERNANCE:

• Partner closely with Risk & Fraud to align collections strategies with underwriting policies, portfolio behavior, and credit risk appetite.

• Ensure full compliance with applicable regulations, internal policies, and consumer protection standards.

• Own collections governance, controls, and audit readiness.

• Monitor and proactively address operational risks, regulatory changes, and third-party dependencies.

ANALYTICS, KPIS & EARLY WARNING SIGNALS:

• Define and monitor core collections KPIs (e.g., roll rates, recovery rates, cure rates, cash collected, cost-to-collect, agency performance).

• Develop and track leading indicators to detect portfolio deterioration, operational breakdowns, or system issues early. Integrate these indicators into the Operational Backbone initiative.

• Partner with Finance and other areas to connect collections performance to unit economics, forecasts, and financial outcomes.

• Provide clear, data-backed insights and narratives to executive leadership.

LEADERSHIP, CULTURE & ORGANIZATIONAL DEVELOPMENT:

• Lead, inspire, and grow a diverse team, cultivating a culture of accountability, operational excellence, and continuous improvement.

• Manage and develop leaders across in-house collections teams and vendor management functions.

• Partner with People Success on org design, hiring, training, incentives, and change management initiatives.

• Champion Kueski’s values and foster an environment of integrity, empathy, customer focus, and innovation.

• Develop a Kueski-wide team mentality, where company objectives are our first priority.

JOB REQUIREMENTS

• 10+ years of experience in Collections, Credit Operations, or Loan Servicing within high-volume, tech-enabled financial services or fintech organizations.

• 7+ years of leadership experience, managing managers and overseeing large-scale collections organizations (100+ headcount across internal and external teams).

• Proven experience in fintech or financial services, ideally within BNPL, personal loans, or consumer credit products.

• Strong track record designing and scaling collections strategies that improve recovery, reduce losses, and protect customer relationships.

• Deep expertise in portfolio segmentation, recovery strategies, roll-rate management, agency optimization, and cost-to-collect management.

• Demonstrated success partnering with Product and Engineering on automation, system migrations, or AI-driven collections initiatives.

• Strong understanding of regulatory and compliance requirements related to consumer collections.

• Experience leading operational transformations and change management in fast-paced environments.

• Advanced analytical skills with the ability to interpret data, identify patterns, and make timely decisions.

• Excellent communication skills in English and Spanish, with experience presenting to senior leadership and external stakeholders.

DIVERSITY & INCLUSION

At Kueski we embrace diversity in all forms, systematically promote equity, and ensure everyone feels included with a sense of belonging. We are committed to the full inclusion of all qualified candidates. As part of this commitment, we will make efforts to ensure reasonable accommodations are made during the hiring process. If reasonable accommodation is needed, please let the Talent Acquisition team know.