Collections Senior Manager

About snappi At Snappi, we're building a neobank from the ground up. Our mission is to empower financial freedom through technology, offering innovative and transparent digital banking solutions. Join us in reshaping the financial landscape! About the role We are seeking a highly skilled Collections Senior Manager to have end-to-end accountability for the collections function within a regulated EU neobank . The role will assume ownership of an already-operational in-house collections setup , optimize its performance, and lead the transition to a critically outsourced model . Following outsourcing, the role will act as Relationship Manager (RM) for the selected provider(s), ensuring strong performance, compliance, and regulatory alignment.. The role can be based in Ioannina or Athens. What you'll be doing 1. In-House Collections Oversight Take ownership of the existing in-house collections operation and optimize performance, controls, and customer outcomes. Ensure policies, procedures, and customer treatment align with EU consumer protection, conduct risk, and data protection requirements. Monitor core collections KPIs (e.g. roll rates, cure rates, recoveries, complaints) and implement targeted improvements. Coordinate closely with Risk, Compliance, Legal, and Customer Operations. 2. Operating model management Define the target operating model for outsourced collections, including scope, segmentation, and governance framework. Lead the end-to-end process for outsourcing collections Ensure full compliance with EU regulatory expectations for critical outsourcing 3. Vendor Governance & Relationship Management Act as the primary RM for outsourced collections providers. Define, agree, and monitor SLAs, KPIs, quality metrics, and customer conduct standards . Lead performance reviews, escalation management, and continuous improvement initiatives. Ensure ongoing compliance with contractual terms, regulatory obligations, and third-party risk management frameworks. · Serve as the Data Champion for all Collections activity ensuring the production of thorough reporting and analytics to drive results 4. Regulatory & Stakeholder Engagement Serve as a senior point of contact for auditors, and internal control functions on collections and outsourcing matters. Support regulatory reviews, audits, and inspections related to collections activities. Contribute to policy updates and risk governance committees. Stay abreast of evolving regulatory and supervisory requirements impacting collections activities, ensuring timely assessment, implementation, and ongoing compliance. Bachelor’s degree in Business, Finance, Economics, or a related field (Master’s preferred). Relevant professional certifications in credit, risk, or outsourcing governance are an advantage. 15+ years’ experience within regulated EU banking or consumer credit environments. Strong background in both in-house collections operations and BPO / outsourced collections management. Deep understanding of EU regulatory frameworks (e.g. conduct risk, consumer protection, third-party risk). Excellent relationship management, negotiation, and governance capabilities. Senior, hands-on leader with strong execution focus and stakeholder credibility. Why Join Snappi? We foster a culture of innovation, trust, and continuous development. We focus on solutions and results. Your work will directly shape the future of banking, making financial services more accessible and impactful. If you're ready to make a difference, we’d love to hear from you! At Snappi, we invest in your well-being, growth, and work-life balance with a benefits package designed to support both your personal and professional journey: Competitive salary Hybrid work flexibility 37-hour work week Extra paid time off Medical & Life insurance coverage 24/7 Mental Health support for you and your family Employer-sponsored pension plan Exclusive perks with special rates on banking products Ongoing learning & career development opportunities Team activities & events to foster bonding, well-being, and a strong company culture Plus, for parents: Daycare allowance to help cover preschool costs Additional school monitoring days Savings plan for your children We believe diversity makes us stronger. Here, everyone belongs -no matter your background, beliefs, or identity. We hire and support people of all races, religions, colors, nationalities, genders, sexual orientations, ages, marital statuses, and abilities. Your uniqueness is an asset for Snappi.