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Posted 4 months ago

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Head of Collections, UAE

DubaiOn-siteFull-time

AI Summary

Head of Collections for UAE operations at InDebted, owning economic performance, compliance, and scalability of collections in a regulated, relationship-sensitive market.

About this role

About InDebted: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.

Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.

About the Role:
The Head of Collections (UAE) owns the economic performance, compliance posture, and scalability of InDebted’s collections operations in the UAE.

This is a builder-operator role for someone who treats collections as a capital allocation and optimisation problem. You are accountable for turning delinquency into predictable cash outcomes through disciplined execution, data-driven decisioning, and strict compliance in a highly regulated, relationship-sensitive market.

This is not a legacy call-centre leadership role. It is a hands-on operator role with real ownership of outcomes, unit economics, and how results are delivered.

You will design, run, and continuously optimise the UAE collections engine end to end.

Key responsibilities

  • Own full economic performance of all UAE collections portfolios, including recoveries, roll rates, cost-to-collect, ROI, quality, and customer outcomes
  • Design, implement, and continuously optimise collections strategies using data, segmentation, and performance feedback loops
  • Build, lead, and performance-manage all collections staff with clear KPIs, productivity benchmarks, and incentives tied to outcomes
  • Translate regulatory requirements, enterprise client expectations, and Managing Director priorities into scalable, repeatable operational workflows
  • Own collections analytics, MIS, and performance visibility so decisions are grounded in data, not intuition
  • Ensure strict compliance with UAE collections regulations, data sovereignty requirements, and client-specific policies
  • Act as the primary escalation point for complex customer cases, disputes, complaints, and regulator-sensitive matters
  • Partner closely with the Managing Director on hiring plans, capacity planning, portfolio readiness, and scale economics
  • Support enterprise client onboarding to ensure clean launches and early performance stability
  • Continuously assess build vs buy decisions across tooling, vendors, and agencies with a clear ROI lens
  • Work with global operations, product, and compliance teams to localise tools, scripts, and processes for the UAE market

    • Experience and skills

  • 10+ years in collections, credit, or financial operations with clear ownership of performance outcomes and economics
  • Demonstrated experience building or transforming collections operations from an early or fragmented baseline
  • Strong analytical background (FP&A, BI, risk, analytics, or equivalent) with the ability to design KPIs, scorecards, and decision frameworks
  • Proven ability to improve recovery performance while reducing cost-to-collect through automation, segmentation, and process redesign
  • Experience operating in highly regulated, relationship-sensitive environments (banks, fintechs, BNPLs, telcos, utilities)
  • UAE or GCC collections experience strongly preferred, with credibility operating alongside regulators and enterprise clients
  • Strong judgment in high-pressure, high-consequence situations
  • Comfortable making hard trade-offs between recovery, risk, cost, and customer outcomes
  • Fluent English required; Arabic a strong advantage but not mandatory

    • What success looks like

  • Predictable, improving recovery outcomes with disciplined cost-to-collect and zero compliance incidents
  • Data-led decision-making with early identification and correction of performance issues
  • Tooling, workflows, and team structure that scale without linear headcount growth
  • Enterprise clients trust InDebted’s execution, escalation handling, and risk management
  • The Managing Director can scale commercial growth confidently, knowing operations will hold the line

    • Skills

    AIAutomationBiCollectionsComplianceData AnalyticsFP&AMachine LearningMISRisk

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