Collection Ops Analyst

Collection Analyst

About Tamara

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in KSA, UAE and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, Amazon, IKEA, eXtra and Farfetch as well as small and medium businesses.

Tamara is Saudi’s first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out of its headquarters in Riyadh, Saudi Arabia with other regional and global support offices.

About the Role

We are looking for a detail-oriented and proactive Analyst to support Tamara’s campaign management and collections vendor reporting. Responsible for developing and optimizing multi-channel collections campaigns to improve customer engagement, payment conversion, and overall digital collection performance. The role also oversees collection agency governance, reporting, and compliance, ensuring adherence to regulatory requirements and internal policies while partnering with internal teams and external vendors to drive operational excellence and customer outcomes.

Your Responsibilities

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, tailored to different delinquency stages (early, mid, and late-stage).
• Design and implement A/B testing frameworks to optimize communication content, timing, channel mix, and call-to-action strategies, improving customer engagement, contactability, and payment conversion rates.
• Manage and optimize predictive and preview dialer strategies by balancing agent capacity, contact rates, and customer experience to maximize Right Party Contact (RPC) rates while minimizing abandoned calls.
• Monitor campaign performance and analyze key collection metrics, including contact rates, open rates, click-through rates, Promise-to-Pay (PTP) conversion, cure rates, liquidation rates, and overall campaign ROI.
• Collaborate with Risk, Analytics, and Operations teams to enhance customer segmentation and scoring models, while ensuring operational capacity aligns with campaign volumes and collection priorities.
• Ensure full compliance with CBUAE, TDRA, and internal governance requirements, including management of suppressions, customer preferences, opt-outs, communication frequency caps, and approved collection practices.

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, including calls, SMS, emails, and other collection activities.
• Validate and reconcile agency-submitted data to ensure accuracy, completeness, and adherence to predefined reporting formats and submission timelines.
• 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, internal policies, and approved customer treatment standards.
• Evaluate collection agency compliance and quality performance through structured call audits and communication reviews.
• Provide actionable feedback and improvement recommendations to collection agencies based on audit findings, compliance reviews, and performance assessments.
• Prepare and distribute