About InDebted: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.
Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.
About the Role:
The Head of Collections (UAE) owns the economic performance, compliance posture, and scalability of InDebted’s collections operations in the UAE.
This is a builder-operator role for someone who treats collections as a capital allocation and optimisation problem. You are accountable for turning delinquency into predictable cash outcomes through disciplined execution, data-driven decisioning, and strict compliance in a highly regulated, relationship-sensitive market.
This is not a legacy call-centre leadership role. It is a hands-on operator role with real ownership of outcomes, unit economics, and how results are delivered.
You will design, run, and continuously optimise the UAE collections engine end to end.
Key responsibilities
Own full economic performance of all UAE collections portfolios, including recoveries, roll rates, cost-to-collect, ROI, quality, and customer outcomesDesign, implement, and continuously optimise collections strategies using data, segmentation, and performance feedback loopsBuild, lead, and performance-manage all collections staff with clear KPIs, productivity benchmarks, and incentives tied to outcomesTranslate regulatory requirements, enterprise client expectations, and Managing Director priorities into scalable, repeatable operational workflowsOwn collections analytics, MIS, and performance visibility so decisions are grounded in data, not intuitionEnsure strict compliance with UAE collections regulations, data sovereignty requirements, and client-specific policiesAct as the primary escalation point for complex customer cases, disputes, complaints, and regulator-sensitive mattersPartner closely with the Managing Director on hiring plans, capacity planning, portfolio readiness, and scale economicsSupport enterprise client onboarding to ensure clean launches and early performance stabilityContinuously assess build vs buy decisions across tooling, vendors, and agencies with a clear ROI lensWork with global operations, product, and compliance teams to localise tools, scripts, and processes for the UAE market
Experience and skills
10+ years in collections, credit, or financial operations with clear ownership of performance outcomes and economicsDemonstrated experience building or transforming collections operations from an early or fragmented baselineStrong analytical background (FP&A, BI, risk, analytics, or equivalent) with the ability to design KPIs, scorecards, and decision frameworksProven ability to improve recovery performance while reducing cost-to-collect through automation, segmentation, and process redesignExperience operating in highly regulated, relationship-sensitive environments (banks, fintechs, BNPLs, telcos, utilities)UAE or GCC collections experience strongly preferred, with credibility operating alongside regulators and enterprise clientsStrong judgment in high-pressure, high-consequence situationsComfortable making hard trade-offs between recovery, risk, cost, and customer outcomesFluent English required; Arabic a strong advantage but not mandatory
What success looks like
Predictable, improving recovery outcomes with disciplined cost-to-collect and zero compliance incidentsData-led decision-making with early identification and correction of performance issuesTooling, workflows, and team structure that scale without linear headcount growthEnterprise clients trust InDebted’s execution, escalation handling, and risk managementThe Managing Director can scale commercial growth confidently, knowing operations will hold the line
Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.
At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.
For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you!
