Wandoo Finance is a fast-growing global fintech powerhouse operating in consumer loans in Europe and Latin America. We deliver innovative financial solutions across borders, combining tech-driven thinking with general reach.
How You’ll Make an Impact
Reporting to and operating under the direction of the Team Leader of Debt Collection & Sales, fostering a positive and collaborative work environment
Set clear performance expectations, conduct regular 1:1s and team meetings, and deliver ongoing coaching and development
Oversee hiring, onboarding, and continuous training processes to ensure team members are equipped with the necessary skills and knowledge
Manage team capacity planning and shift/schedule design to meet operational needs (including weekend/peak-time coverage)
Operational ownership
Own day-to-day operations for Collections, ensuring all SLAs, KPIs and quality standards are consistently met
Serve as the accountable escalation point for operational issues, system incidents, and complex cases
Ensure strong operational routines, including daily dashboards, performance huddles, quality reviews, and calibration sessions
Ensure full compliance with regulatory requirements and internal policies in all operational processes
Develop and implement strategies to improve service delivery, and response time
Proactively propose and lead initiatives to reduce impairments (provisions) and increase recoveries (process changes, segmentation,



scripts, collection strategies)
Monitor key performance indicators (KPIs) such as Cash collected, DC efficiency, Promise to pay and Promise to extend, Exit rate, team productivity, and service efficiency and scores to track departmental performance
Own roadmap items for Collections in coordination with Product, IT and other stakeholders -prioritizing backlog, validating outcomes and identifying new opportunities
Process Improvement & Efficiency
Analyze operational performance, customer feedback/insights, identify trends, and recommend improvements to enhance customer experience
Work with cross-functional teams in English and Spanish (e.G., Product, Sales, Marketing among others) to streamline processes and ensure alignment with the DC initiatives
Implement tools, best practices and automation to improve efficiency, reduce cycle times and increase output quality
Customer Relationship Management & Escalation Handling
Act as the primary escalation point for complex or high-impact customer issues, working to resolve them efficiently and professionally
Represent the Collections departments in leadership meetings, cross-departmental initiatives, and strategic discussions
What You Bring to the Table
Full proficiency in English and Spanish (written and spoken)
Minimum of 3 years experience in Debt Collection field, preferably Fintech,

📌 Debt Collections Supervisor (Madrid)
🏢 Wandoo Finance Group
📍 Madrid