Collections Sr. Manager
Stori Card
At Stori, we’re on a mission to expand access to financial opportunities for millions of people. We move fast, take ownership, and build products that truly change lives.
If you’re excited about solving complex operational challenges, leading high-impact vendor strategies, and building scalable recovery solutions — this role might be for you.
As a Collections Sr. Manager, you will play a critical role in driving recovery performance, ensuring regulatory compliance, and strengthening customer experience across our collections ecosystem. This role combines strategy, operations, and cross-functional collaboration to turn collections into a high-performing, data-driven function.
What you’ll be doing:
In this role, you will:
Oversee third-party debt recovery operations for DQ90+ credit card and installment loan accounts, ensuring efficient, high-volume recovery performance.
Design and implement recovery strategies to achieve performance targets (KPIs) while managing relationships with external agencies.
Ensure both internal and external collections operations comply with legal regulations and internal policies.
Monitor customer complaints from UNE, REDECO, CONDUSEF, and social media channels, driving continuous improvements in customer experience.
Partner with Product and Technology teams to integrate scalable tools and solutions into the collections strategy.
Drive operational excellence, process optimization, and performance management across vendors and workflows.
You might be a great fit if you:
Have proven experience managing collections BPOs or external agencies.
Bring strong operational leadership experience in collections or financial services environments.
Demonstrate strong analytical and data-driven decision-making skills.
Are comfortable working in fast-paced, high-ownership environments.
Communicate clearly and confidently with cross-functional stakeholders.
Take a hands-on approach to solving problems and driving results.
Have basic to intermediate proficiency in English.
Bonus points if you:
Have experience in fintech, financial services, or regulated industries.
Have worked in high-growth or scaling environments.
Have experience collaborating with Product and Technology teams to build operational solutions.
At Stori, we believe diverse teams build better products and stronger communities. In full compliance with Mexican law, including the principles established in the Federal Labor Law (Ley Federal del Trabajo) and the Federal Law to Prevent and Eliminate Discrimination (Ley Federal para Prevenir y Eliminar la Discriminación), we are committed to providing equal employment opportunities to all individuals. We do not discriminate based on gender, gender identity or expression, sexual orientation, age, disability, physical appearance, marital status, pregnancy, religion, ethnicity, nationality, social condition, health condition, or any other characteristic protected by law. We actively promote an inclusive environment where everyone can grow, contribute, and thrive.