Program Manager - Innovation & Strategy (Collections)

About The Role We are seeking a highly driven and analytical professional to lead strategic initiatives within the Collections function. The role will focus on enhancing collections performance through data-driven decision-making, process innovation, digital transformation, and cross-functional collaboration. The incumbent will play a key role in identifying opportunities, implementing innovative solutions, and driving operational excellence across collections operations.

Key Responsibilities

• Develop and execute strategic initiatives to improve collections efficiency and portfolio performance.
• Analyze collections data, customer behavior, and operational metrics to identify trends, gaps, and improvement opportunities.
• Drive innovation projects and digital transformation initiatives within the collections ecosystem.
• Collaborate with Product, Analytics, IT, Digital Marketing, Risk, and Operations teams to design and implement scalable solutions.
• Monitor key performance indicators (KPIs) and prepare actionable insights for leadership reviews.
• Conduct root cause analysis on collection challenges and recommend corrective actions.
• Lead process optimization and automation initiatives to improve productivity and customer outcomes.
• Support policy formulation, performance benchmarking, and continuous improvement programs.
• Manage stakeholders across business functions and ensure timely delivery of strategic projects.
• Strong analytical mindset with the ability to translate data into business insights.
• Proven experience in driving strategic or transformation projects.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced environment and manage multiple initiatives simultaneously.
• Exposure to financial services, lending, or collections operations is preferred.