Collection Ops Analyst
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Key skills for this role
About the Role
Tamara is seeking a detail-oriented Collection Ops Analyst to support campaign management and collections vendor reporting. The role involves developing multi-channel collection campaigns, optimizing digital collection performance, and overseeing collection agency governance and compliance.
Key Skills for This Role
Responsibilities
- Develop and execute end to end multi channel collection campaigns across Automated Dialer, SMS, Email, Push Notifications, and IVR channels
- Design and implement A/B testing frameworks to optimize communication content, timing, channel mix, and call to action strategies
- Manage and optimize predictive and preview dialer strategies to maximize Right Party Contact rates
- Monitor campaign performance and analyze key collection metrics
- Act as primary point of contact for external collection agencies on reporting and communication governance
- Validate and reconcile agency submitted data for accuracy and completeness
- Conduct regular audits of collection agency activities and call recordings for compliance
- Prepare and distribute periodic compliance, operational, and performance reports
- Manage day to day UAE customer tickets and CBUAE escalations
Requirements
- Minimum 2 years of experience in campaign management or a related role
- Strong proficiency in data handling, reporting, and analysis
- Excellent communication and stakeholder management skills
- Ability to manage multiple priorities and meet deadlines in a fast paced environment
- Fluent in English (both written and spoken)
- Arabic is a plus
Full Job Posting
About Tamara
- Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region, serving millions of users in KSA, UAE and Kuwait.
About the Role
- We are looking for a detail oriented and proactive Analyst to support Tamara’s campaign management and collections vendor reporting.
Campaign Management & Digital Collections Strategy
- Develop and execute end to end multi channel collection campaigns across Automated Dialer, SMS, Email, Push Notifications, and IVR channels.
- Design and implement A/B testing frameworks to optimize communication content, timing, channel mix, and call to action strategies.
- Manage and optimize predictive and preview dialer strategies by balancing agent capacity, contact rates, and customer experience.
- Monitor campaign performance and analyze key collection metrics including contact rates, open rates, click through rates, Promise to Pay conversion, cure rates, liquidation rates, and overall campaign ROI.
- Collaborate with Risk, Analytics, and Operations teams to enhance customer segmentation and scoring models.
- Ensure full compliance with CBUAE, TDRA, and internal governance requirements.
Vendor Management, Reporting & Compliance
- Act as the primary point of contact for external collection agencies on reporting and communication governance.
- Coordinate with collection agencies to obtain complete and accurate data related to customer communications.
- Validate and reconcile agency submitted data to ensure accuracy, completeness, and adherence to predefined reporting formats.
- Proactively follow up with agencies to resolve data discrepancies, reporting gaps, and delayed submissions.
- Conduct regular audits of collection agency activities and call recordings to ensure adherence to CBUAE regulations.
- Evaluate collection agency compliance and quality performance through structured call audits.
- Provide actionable feedback and improvement recommendations to collection agencies based on audit findings.
- Prepare and distribute periodic compliance, operational, and performance reports to internal stakeholders.
- Support vendor governance initiatives, including performance reviews, corrective action plans, and ongoing compliance monitoring.
- Manage day to day UAE customer tickets and CBUAE escalations.
Your Expertise
- Minimum 2 years of experience in campaign management or a related role.
- Strong proficiency in data handling, reporting, and analysis.
- Excellent communication and stakeholder management skills.
- Ability to manage multiple priorities and meet deadlines in a fast paced environment.
- Fluent in English (both written and spoken) and Arabic is a plus.
What We Offer
- Opportunity to work in a fast growing fintech environment.
- Exposure to end to end collections and legal recovery operations.
- Collaborative and dynamic work culture.
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