Title:  Director Strategy, Business Analytics & Continuous Improvement - Collections

Requisition ID: 264543  


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Purpose

Leads and oversees the Strategy, Business Analytics and Continuous Improvement functions for the International Banking Collections hub in GSB Colombia, ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

The incumbent is responsible for leading a team accountable for the marketing, communication, award and recognition programs, change and project management, MIS and reporting, business analytics and overall strategy, and model assurance and sustainability initiatives for the unit.

The incumbent is the primary liaison between IB Collections and the Collections Unit/Hub as well as key local stakeholders ensuring divisional initiatives are implemented seamlessly.

Accountabilities 

•    Leads and drives a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
•    Leads the business analytics and contact strategy
o    Liaises with IB Collections and Risk to define account treatment strategies per customer type, product and delinquency stage (internal, external agency, field, SMS, etc.)
o    Manages content of client communication for compliance and standardization purposes
o    Develops operational strategy with input of key stakeholders and manages risks based on the analysis of business performance metrics to guide Collections business planning while supporting the collections C&MA model approach

•    Leads marketing, communication, incentives, reward and recognition programs to support achievement of collections team objectives:
o    Manages incentive programs ensuring desired results are achieved across the department, such as local incentives, competitions and recognition schemes
o    Reviews incentives model results against desired objectives and provide recommendations for Total Rewards review and recalibration
o    Communicates new strategies, processes, and results adequately and timely to relevant staff, such as product specific campaigns, end of month campaigns, seasonal campaigns, changes in dialer strategies, customer contact strategies, among others
•    Responsible for leading change & project management initiatives across the unit/department, including impact assessment of any change initiated outside of Collections
•    Responsible for MIS & Reporting, delivering “one source” of data and reporting and ensuring production of regular reports (e.g., daily, weekly, monthly, etc.) at all levels
•    Accountable for model assurance and sustainability
o    Ensures the collections end-to-end model is applied consistently by all areas of the business
o    Responsible for model documentation as well as policies and procedures adherence
o    Recalibrates the operation model based on results, feedback, audit findings, and performance
o    Leads non-call listening sessions to identify customer trends, perceptions, validation of effectiveness of LSM’s, and develop staff training and program reinforcement
•    Accountable for all inquiries/concerns/complaints related to the team by ensuring problems are resolved in the customer’s satisfaction or referred to the Centre Director for resolution and identifying root cause and recommending actions that will prevent recurring problems.
•    Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
•    Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, AML/ATF/sanctions and conduct risk.
•    Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment, communicating vision/values/business strategy and managing succession and development planning for the team.

Reporting Relationships 

Primary Manager: Vice President, Caribbean and Central America Collections
Direct Reports:  Senior Manager, Business Analytics & Contact Strategy, Sr. Manager Model Assurance & Sustainability, Manager, Model Design & Incentive Communication (2), Change & Project Manager, MIS & Reporting Manager.

Shared Reports: NA
 
Dimensions

•    Leads a team direct of 15
•    Number of countries supported: 15 as at 2026 both hubs
•    Products mix: mortgages, SPLs, credit cards and small businesses (growth markets with target increase in product mix)
•    Delinquent accounts
•    Hub with 90+ FTEs
•    Acts independently and as part of a team seeking support from IB Partners/Centre Director, Country Management and IB Collections in the execution of their responsibilities, however a high level of autonomy is required in assessing day-to-day issues to maximize efficiency and optimize costs, and all related decision-making is within the authority of the position for the execution of the end-to-end collection process mandate.

Education / Experience / Other Information 

•    Thorough knowledge of the Bank’s Retail & Small Business collections and lending policies/procedures as well as automated collection systems. The incumbent must be knowledgeable and experienced in all Collections matters relating to Retail & Small Business, ensuring operational areas have the right tools to drive performance by influencing staff behavior
•    Strong analytical and statistical skills
•    Project management and project execution skills
•    Excellent communication (oral & written) and negotiation skills
•    Strong leadership skills, strategic thinking and ability to lead through change
•    Microsoft Office proficiency (Word, Excel)

Location(s):  Colombia : Bogota : Bogota 

Scotia GBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaGBS, we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaGBS; however, only those candidates who are selected for an interview will be contacted.