Head of Debt Collections
Skills
About This Role
Overview
The Head Of Debt Collections at GymNation is responsible for designing, establishing, and operationalizing a fully compliant and high-performing debt collection function from the ground up.
This role requires extensive hands-on experience in building collection departments, developing policies and procedures, implementing systems, recruiting teams, and ensuring full compliance with all applicable laws and regulatory requirements.
The role holder will create the operational, legal, and strategic framework required for effective, ethical, and legally compliant debt recovery.
Department Establishment & Strategy
- Design and implement the full operational structure of the debt collection department.
- Develop the department’s strategic roadmap, objectives, and performance targets.
- Define collection workflows across all stages of the debt lifecycle.
- Establish governance, reporting structures, and escalation frameworks.
- Implement performance metrics, KPIs, and monitoring systems.
Legal & Regulatory Compliance
- Ensure the department operates in full compliance with all applicable laws, regulations, and consumer protection requirements.
- Develop legally compliant policies, procedures, and communication protocols.
- Establish ethical collection standards and conduct guidelines.
- Liaise with regulators and ensure readiness for audits and inspections, including compliance with requirements from the Saudi Central Bank (SAMA) where applicable.
- Implement complaint handling, dispute resolution, and documentation processes.
Operational Framework Development
- Design and implement standard operating procedures (SOPs).
- Establish debt segmentation, treatment strategies, and recovery methodologies.
- Select and implement collection technology, systems, and reporting tools.
- Develop internal controls, risk management, and quality assurance processes.
- Create documentation standards and record management protocols.
Recruitment & Team Development
- Define departmental structure and staffing requirements.
- Recruit, train, and onboard collection staff and supervisors.
- Develop training programs covering compliance, negotiation, and operational procedures.
- Establish performance management and incentive structures.
Process Implementation & Performance Optimization
- Launch collection operations and oversee initial implementation phase.
- Monitor performance and refine strategies based on data and outcomes.
- Establish reporting frameworks for senior management.
- Drive continuous improvement in recovery performance and operational efficiency.
Stakeholder & Business Integration
- Work with finance, legal, and IT teams to integrate collections into existing business processes.
- Support leadership with policy recommendations and risk assessments.
- Ensure alignment between collections operations and company financial objectives.
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