Manager / Senior Manager, Collections & Recoveries Strategy

KOHO

3d•CA$110,000 - CA$170,000•Remote

About The Position

KOHO is looking for a Manager or Senior Manager, Collections & Recoveries Strategy to build and own our collections function from the ground up. This is a rare opportunity to design a collections program at a company transitioning to a full-service bank — one where you'll set the strategy, define the operating model, and directly influence how we treat customers at their most financially vulnerable moments. You will be responsible for the end-to-end collections and recoveries strategy across KOHO's lending portfolio: from early-stage delinquency intervention through to post-charge-off recovery and customer rehabilitation. You'll work closely with Operations, Product, and our BPO partners to design contact strategies, payment programs, and customer-first recovery experiences that reduce losses while treating customers with dignity and respect. You'll also own the strategy for bringing customers back to KOHO after a default — turning what could be a permanent exit into a pathway back to financial health. This role sits at the intersection of analytics, operations, and strategy. The right person is comfortable in the data, decisive under ambiguity, and motivated by the idea that collections done well is a form of customer care.

Requirements

3–5+ years of experience in collections strategy, recoveries, or credit risk management at a consumer lender, bank, fintech, or credit card company
Deep knowledge of the consumer collections lifecycle — from early delinquency through charge-off, third-party placement, and recovery
Hands-on experience designing contact strategies, payment arrangement programs, and/or settlement frameworks
Experience working with BPO vendors, including setting performance standards
Strong analytical skills — comfortable building financial models, cohort analyses, and cost-benefit frameworks; SQL proficiency is highly valued
Familiarity with Canadian consumer protection and debt collection regulations
Excellent communication skills; able to translate analytical findings into operational recommendations and present to senior leadership

Nice To Haves

Experience at a company building a collections function from scratch or in a high-growth / early-stage environment
Familiarity with digital-first collections channels (in-app, chat, push) as a primary contact mechanism — rather than traditional dialling-first models
Background in IFRS 9 provisioning and how collections performance feeds into credit loss modelling
Experience designing customer hardship or financial wellness programs, particularly within a mandate of treating customers fairly

Responsibilities

Own the monitoring and analysis of KOHO's delinquency and loss trends across all lending products — roll rates, cure rates, vintage performance, and charge-off trajectories
Build and maintain dashboards and reporting frameworks that give leadership real-time visibility into portfolio health and collections performance
Identify early warning signals of credit deterioration and propose proactive intervention strategies
Define and track the KPIs that matter: right-party contact rate, promise-to-pay rate, promise-to-pay kept rate, gross collections rate by delinquency stage, cost-per-dollar-collected, and post-charge-off recovery rates
Design and continuously optimize KOHO's contact strategy across the full delinquency lifecycle — including when to reach out, through which channels (chat, email, push, SMS, voice), with what messaging, and at what frequency
Develop customer segmentation models to tailor treatment strategies based on delinquency stage, customer risk profile, payment behaviour history, and responsiveness
Partner with Product and Engineering to build or enhance in-app and digital nudges that encourage repayment before accounts reach critical delinquency stages
Ensure all contact strategies comply with applicable regulations, including FCAC guidelines on debt collection conduct and OSFI expectations for a federally regulated lender
Design payment arrangement programs — including hardship plans, instalment options, fee suppression, and settlement / partial forgiveness offers — that balance loss reduction with customer relief
Define eligibility criteria, discount waterfall frameworks, and authorization protocols for settlement offers
Evaluate and test the financial trade-offs of different recovery programs against a modelled "do nothing" baseline
Build and refine financial models to assess the value of collections treatments, cure probability by segment, and expected recovery rates at each delinquency stage
Lead the strategy of KOHO's third-party collections partners (BPOs), including defining scope of engagement by delinquency stage, channel coverage (chat, dialling), performance standards, and escalation frameworks
Work with Operations to develop performance scorecards for BPO partners and participate in regular reviews to assess quality, compliance, and outcomes
Work with Operations to design the internal vs. external collections model — determining which segments to manage in-house and when/how to place accounts with external agencies
Develop the strategy for post-charge-off debt recovery, including internal recovery, third-party debt placement, and debt sale decisions
Design the customer rehabilitation (win-back) program — defining the criteria and pathway for customers who have previously defaulted to re-engage with KOHO's products, and the risk controls required to manage that re-entry
Build models to assess the long-term value of rehabilitated customers relative to the cost and risk of re-onboarding them
Collaborate with Credit Strategy on the policy framework for re-qualifying defaulted customers for new credit products