Lead Customer Management & Collections

Lead Credit Supervisor to own credit management, CLI, and collections for the Mexico Credit Card. Build frameworks from the ground up, defining CLI eligibility and timing, designing collections strategies that balance recovery with customer empathy, and monitoring portfolio metrics (delinquency, roll rates, loss curves, profitability). Collaborate with Product on customer-facing flows, Data Science to refine behavioral scoring, and Operations/Compliance to ensure regulatory alignment. Own KPI monitoring (DPD buckets, NPL, CLI uptake), drive automation and internal tooling, and contribute to risk governance. Requires strong customer empathy, ownership mindset, and ability to work across product, data science, operations, and customer support in a fintech environment. English and Spanish proficiency, SQL querying, and experience in credit card or consumer lending portfolio management are preferred. Location: Mexico City office with possible remote only in special cases; hybrid possibilities not specified beyond in-office requirement.