Collection System Product Manager

Role Summary

We are seeking an experienced
Collection System Product Manager
to own, design, and optimize the end-to-end collections technology stack that powers our multi-product lending business. This role is central to ensuring our collections systems remain scalable, automated, compliant, and deeply aligned with fast-evolving business strategies.

The ideal candidate brings
strong technical expertise in collections systems
, extensive hands-on experience with workflow engines, dialer integrations, account segmentation logic, and delinquency lifecycle design. You will be responsible for translating business strategies into system logic, driving workflow automation, overseeing integrations, and ensuring the collections platform supports operational excellence, regulatory compliance, and high recovery performance.

This is a highly technical, product-focused role designed for someone who has previously built, owned, or managed large-scale collection systems at a bank, fintech, BNPL, or digital lending institution.

Responsibilities

Own the End-to-End Collections System Architecture

• Serve as the subject-matter expert across all collections modules, including account allocation engines, omnichannel communication workflows (SMS/WhatsApp/push/IVR), PTP tracking, dialer integrations, and delinquency bucket flows.
• Design scalable and configurable workflows that support multiple lending products (CashNow, EasyCash, SNPL, PL, installment card).
• Define system structures for restructuring, re-aging, skip tracing, risk scoring, segmentation, and agency/legal interfaces.

Translate Business Rules into System Logic

• Convert collection strategies into detailed system logic, covering rule-based/ML-based allocation, reminder scheduling, time-of-day calling rules, escalation flows, PTP promises, broken-promise handling, and collector assignment logic.
• Ensure all rules are configurable, version-controlled, auditable, and fully traceable.

Cross-Functional Collaboration

• Work closely with Engineering on database design, APIs, triggers, and event-driven workflows.
• Partner with Collections Operations to capture real issues and optimize agent efficiency.
• Collaborate with Data teams to align definitions and design dashboards for performance monitoring.
• Coordinate with Compliance to ensure alignment with CBUAE communication and customer protection requirements.

Workflow Automation & Efficiency Optimization

• Build automation to reduce operational workload: auto-PTP follow-up, dialer campaign creation, cross-bucket escalation, workload-based assignment, and broken-flow detection.
• Identify inefficiencies such as delayed follow-ups, stuck accounts, overburdened collectors, and ineffective messaging strategies.
• Develop an automation roadmap to improve efficiency and reduce cost to collect.

Data, Monitoring, and Real-Time System Visibility

• Work with Data teams to design dashboards covering cure rate, roll rate, recovery, agent productivity, and channel effectiveness.
• Ensure systems support granular audit logs and exception detection (e.g., missing reminders, API failures, routing errors).

Vendor & Integration Management

• Manage integrations with predictive dialers, WhatsApp API providers, payment gateways, skip tracing vendors, and external collection agencies.
• Oversee API specifications, SLA adherence, and performance of all third-party services.

Requirement Documentation & Quality Assurance

• Produce detailed PRDs, workflow diagrams, logic tables, and API specifications.
• Work with QA to ensure all rules function correctly across normal flows, edge cases, and failure scenarios.

Requirements

• 4–8 years of direct experience with collections systems as a Product Manager, System Owner, Business Analyst, or vendor-side specialist.
• Deep understanding of delinquency lifecycle management, DPD buckets, PTP workflows, call-center/dialer technologies, and omnichannel communication orchestration.
• Strong knowledge of data structures, API flows, schedulers, workflow engines, and event-driven architectures.
• Proven ability to design end-to-end system logic, configuration rules, and workflow automation.
• Strong analytical and problem-solving skills, with the ability to diagnose issues using logs, data, and system behavior.
• Excellent communication skills to translate complex system logic into clear explanations for tech and operations teams.
• Experience in fintech lending, digital banking, SNPL,BNPL, microfinance, or credit cards.
• Hands-on experience with SQL, dialer platforms (Genesys, Kaleyra, TCN), and workflow tools (Camunda, Airflow, custom engines).
• Familiarity with UAE or Philippines regulatory frameworks for collections.
• Background in risk or collections strategy.