DiDi Global

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Collections Operation Manager

Job Locations BR-SP-Sao Paulo
ID 2026-18854
Category
Risk Control & Compliance
Employee Class
Regular

Company Overview

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

 

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

 

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

 

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

#LI-Hybrid

Team Overview

The Collections Operation Manager is responsible for leading the execution and performance of the credit recovery lifecycle for our fintech operation in Brazil. This role focuses on the day to day management of internal teams and external BPO partners to ensure that all recovery targets are met with high efficiency and quality. You will be the bridge between the high level collection strategy and the operational frontline making sure that every action taken across the portfolio is optimized for maximum return. This position requires a professional who can navigate the complexities of a fast paced fintech environment while maintaining strict compliance and delivering consistent financial results.

Role Responsibilities


  • Supervising the performance of multiple BPOs to ensure they meet contractual SLAs and productivity metrics such as RPC and occupancy

  • Managing the internal operations team by fostering a high performance culture and driving continuous professional development

  • Developing and implementing operational workflows for various delinquency buckets to reduce the impact of NPL and PCL

  • Leading regular performance reviews with partners to identify gaps and implement corrective actions through structured feedback loops

  • Collaborating with the Strategy and Risk teams to translate recovery insights into actionable changes in the collection journey

  • Identifying opportunities for automation within the digital collection process to improve self service rates and reduce operational costs

  • Ensuring all collection activities are fully compliant with local regulations and internal governance standards

  • Aligning local operational practices with global guidelines through constant communication with stakeholders in China and Latin America

  • Managing the incentive and commission structures for both internal agents and outsourced partners to drive competitive performance

  • Delivering detailed operational reports to senior leadership explaining performance variances and proposing mitigation plans

Role Qualifications


  • At least 7 years of professional experience in Collections management within the financial services or fintech industry

  • More than 3 years of experience in leadership roles specifically managing internal teams or large scale BPO operations

  • A proven track record of managing operations with high volume transactionality and complex recovery cycles in the Brazilian market

  • Strong command of operational metrics such as RPC contactability dialer occupancy and success fee structures for outsourced partners

  • Advanced proficiency in BI tools to track and visualize complex performance data for senior stakeholders

  • Advanced English skills mandatory for daily communication and technical reporting to global stakeholders

  • A Bachelor degree in Engineering, Economics, Business Administration or a related areas

  • The ability to negotiate effectively and resolve conflicts in a multicultural and fast paced environment while maintaining a focus on ROI

  • Extensive experience with collections technology including predictive dialers CRM platforms and digital negotiation tools

EEO Statement

  • We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
  • We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
  • We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
  • We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
  • We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
  • We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.
Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

 

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

 

This is our ongoing journey, with much more still to come.

 
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
 
I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms

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