Head of Collections / Collections Manager (Insurance Industry)

About the Role

We are seeking an experienced Head of Collections to lead and strengthen the organization's premium recovery and credit management functions. This role will be responsible for driving the overall collections strategy, improving recovery performance, and ensuring compliance with industry regulations while maintaining positive relationships with policyholders.

The ideal candidate is a strategic and results-driven leader with strong experience in the insurance industry, capable of leading teams, optimizing processes, and leveraging analytics and technology to improve collections performance.

Key Responsibilities

Strategic Leadership

• Develop and implement the company's collections strategy to improve recovery rates and reduce delinquency.
• Lead, mentor, and manage the collections team to deliver strong operational and financial results.
• Establish KPIs, reporting frameworks, and performance targets for the collections function.

Operations Management

• Oversee the end-to-end collections process, including premium billing follow-ups, delinquent account management, and dispute resolution.
• Identify operational risks and implement best practices to strengthen collections performance.
• Ensure compliance with regulatory requirements, company policies, and industry standards.

Customer & Stakeholder Management

• Maintain a balanced approach between recovery objectives and customer relationships.
• Manage escalated cases and complex customer concerns.
• Work closely with finance, customer service, and sales teams to improve customer payment behavior and retention.

Process Improvement & Technology

• Utilize analytics, automation, and collections systems to enhance efficiency and reporting.
• Drive continuous improvement initiatives to optimize workflows and improve recovery outcomes.

Performance Reporting

• Provide senior management with regular performance reports, including delinquency trends, recovery rates, and aging analysis.
• Deliver data-driven insights and recommendations to strengthen financial performance.

Qualifications

• Bachelor's degree in Finance, Business Administration, or a related discipline.
• Minimum 10 years of experience in collections, credit management, or related functions.
• At least 3 years of leadership experience within the insurance industry.
• Strong understanding of insurance products, premium billing, and collections processes.
• Proven experience in developing and executing successful collections strategies.

Key Competencies

• Strategic leadership and decision-making
• Strong analytical and problem-solving skills
• Excellent negotiation and stakeholder management
• Results-driven with strong operational discipline
• Ability to lead teams in a fast-paced environment