Collections Team Lead

About us 

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in KSA, UAE and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, Amazon, IKEA, eXtra and Farfetch as well as small and medium businesses.

Tamara is Saudi’s first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out of its headquarters in Riyadh, Saudi Arabia with other regional and global support offices.

Your role

We are seeking an experienced and dynamic Collection Team Lead to manager our internal tele-calling collection team. In this role, you will be responsible for overseeing a team of more than five collectors, creating strategies for collection calling, ensuring daily targets are met, maintaining high standards of compliance and call quality, and driving performance improvements. You must bring previous experience in managing tele-calling or collections teams, with a proven track record of delivering results in high-pressure, target -driven environments. 

Your responsibilities

• Lead and manage a team of internal tele-callers focused on debt collections
• Define agent efficiency KPIs to monitor day to day performance
• Monitor daily team performance against defined KPIs and collection targets
• Conduct regular team huddles, one-on-one reviews, and performance appraisals
• Ensure adherence to regulatory compliance and internal quality standards in all collection activities.
• Provide training and development support to team members to improve productivity and call quality.
• Handle escalations and support resolution of complex customer interactions.
• Generate daily, weekly, and monthly performance and productivity reports.
• Collaborate with internal stakeholders to streamline collection workflows and system improvements.
• Do comparative analysis with industry best practices and suggest improvements in Tamara collection process.

Your expertise

• Minimum 3–5 years of experience in a tele-calling or collections environment.
• At least 1–2 years of proven experience managing a collections or tele-calling team
• Strong leadership and team management skills.
• Proficiency in MS EXCEL and or collection CRM systems.
• Excellent communication and interpersonal skills.
• Strong analytical mindset and results-driven approach.
• Fluency in Arabic and English is preferred.

All qualified candidates are encouraged to apply!