Collections Transformation Director — Consulting, Retail Lending

The mandate

The defined problem is inconsistent borrower treatment across product, channel and agency teams, who use fragmented segmentation and cannot distinguish portfolio mix from execution performance.

The deliverable is a reconciled performance baseline, borrower-treatment strategy, target operating model, agency and field-control design, analytics backlog, pilot results and twelve-month rollout case.

Milestone one is due 31 October 2026 with cohort and cost baseline; milestone two on 15 January 2027 with target treatments and operating design; milestone three on 31 March with two controlled pilots, rollout plan and investment case.

Acceptance requires finance reconciliation within three percent, compliance approval of treatments, statistically comparable pilot cohorts, at least eight-percent cure improvement without higher complaint incidence, and signed owners. The Collections Steering Committee judges completion.

The lender provides loan and payment histories, bureau attributes, contact outcomes, agency data, complaints, staffing and secure analytics capacity. Branch, digital and field leaders join weekly design reviews and nominate pilot regions by week four.

Why this is external work

Current teams are measured on different delinquency slices and cannot agree on one baseline. The client needs temporary analytical and operating depth to test change without disrupting nationwide collections. External neutrality also protects customer-conduct decisions from channel pressure.

What you will own

• Reconcile flow, roll, cure, recovery, complaint and cost measures for milestone one.
• Separate mix, policy, capacity and execution effects across comparable cohorts.
• Design treatment paths by borrower circumstance, balance, risk and engagement signal.
• Define target roles, decision rights, agency controls and quality sampling for milestone two.
• Configure two pilots with pre-agreed cohorts, guardrails and success tests.
• Evaluate pilot cure, cost and conduct outcomes with client analytics.
• Deliver the milestone-three rollout sequence, benefits case and accountable backlog.

Candidate qualifications

• 18–22 years in retail-lending collections, credit risk or operations transformation.
• Direct responsibility for multi-state secured or unsecured collections at scale.
• Evidence of improving cure without increasing complaints or coercive practices.
• Experience designing test-and-control pilots with finance-reconciled benefits.
• Practical command of agency governance, field operations, digital treatment and analytics.
• Senior stakeholder credibility across risk, compliance, operations and branches.