Head of Collections & Recoveries

Role Purpose:

This is a build-and-shape role within a fast-growing credit card business. You'll have end-to-end ownership of collections and recoveries across the portfolio - from early arrears to late-stage recoveries - with the freedom to rethink how things are done and the accountability to make them work.

You'll define and evolve the collections strategy, turn data and insight into action, and lead execution on the ground. The focus is on driving sustainable reductions in credit losses while delivering fair, transparent customer outcomes and meeting regulatory expectations - without losing speed or innovation.

We're looking for someone who is comfortable rolling up their sleeves, challenges the status quo, and wants to grow into a senior leadership role as the business scales. This is a chance to build modern, tech-enabled collections that balance performance, compliance, and customer experience in a genuinely digital environment.

Key Responsibilities:

• Own and set the end-to-end collections and recoveries vision across early/pre, mid and late-stage delinquency, including post charge-off.
• Take full accountability for portfolio performance, including arrears, roll rates, cure rates and recoveries - actively monitoring outcomes and escalating where required.
• Design and embed customer-centric, compliant treatment frameworks, including forbearance, hardship and vulnerability, in line with EU regulatory standards.
• Lead the collections operating model across internal teams and third-party partners, ensuring performance, consistency and scalability.
• Own the vendor strategy for external DCAs, including selection, commercial models, performance management and remuneration structures.
• Lead the design and governance of policies, controls and conduct standards, ensuring fair customer treatment and strong regulatory adherence.
• Partner closely with internal stakeholders to drive data-led decisioning, segmentation and continuous optimisation.
• Champion digital automation and innovation, improving efficiency, scalability and customer experience through emerging technologies.
• Build, lead and develop a high-performing collections leadership team, creating a culture of ownership, accountability and continuous improvement.
  

Key Skills & Experience:

• 8+ years' experience in collections, recoveries or credit risk, with leadership responsibility in unsecured (retail) lending or credit cards.
• Strong working knowledge of EU consumer credit regulation, conduct risk and data privacy requirements.
• Demonstrated ownership of P&L level outcomes or material loss budgets.
• Proven experience of managing large operational teams and external partners.
• Strong commercial acumen, balancing customer outcomes and risk.
• Track record of leading transformation, digitalization or regulatory change in a collections environment.
• Excellent stakeholder management skills across multiple different levels.
• Written and verbal fluency in English and in German is required
• Living in Malta or willing to relocate.