Reporting to Head of Operations and supported by the Risk Management organization, this position will be responsible for the collections performance of external collections vendors (BPO) or agencies, with direct responsibility of the contract results and flawless execution of Didi´s collection policies and procedures.

1) Responsible for the performance management of 5+ BPO`s external collection vendors

2) Direct Contact with BPO`s program managers to ensure contract conditions are met

3) Review vendor payments and or bonuses as main approver as per contract conditions

4) Participate in the desicion maling process to terminate or hire a new BPO vendor for collections

5) Responsible of the production of operational intel, as per the business requirements.

6) Own the procesess continues improvement identifying gaps and proposing mitigation actions.

7) Be proactive to feedback the risk collections policy teams to improve collections models.

8) Ensure the implementation of the Safety Operations strategy.

9) Knowledge of the legal collections framework in Mexico

1) At least five years experience managing external multi-channel collections processes in BPO`s of credit cards and/or personal loans.

2) Fully bilingual English-Spanish (Advanced Business English)

3) Proven experience as Contract BPO manager for big BPO players, banks or Fintechs

4) Full experience in managing collection process in a challenging environment

5) Knowledge of collections models and dialers management

6) Long term residence in Mexico City´s Metro Area