Job Opportunities API

ABOUT ADDI We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly, grow together and where we create abundance and generate pride in them. Today, we serve over 2 million customers and partner with more than 20,000 merchants, making Addi Colombia’s fastest-growing marketplace.   We provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing) using state-of-the-art technology, bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably.   Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia.   But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values https://co.addi.com/trabaja-con-nosotros#:~:text=%E2%80%A2%20We%20are%20owners,dentro%20del%20equipo. every day.   ABOUT THE ROLE This is where you come in. Below, you’ll find what this role is all about—the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at Addi. If you’re ready to be part of something big, keep reading.   WHAT’S THE MISSION YOU’LL DRIVE Lead Addi's collections operation with 5 Team Leads and a team of approximately 110 people, executing on the floor and co-designing with Intelligence, Risk, WFM, QA, and CX the strategy by bucket, channel, and customer profile. You will own the area's operational results: portfolio recovery, team productivity, and the experience of customers in delinquency.   WHAT YOU WILL DO - Meet recovery targets by bucket (B1 to B5) and channel (voice and WhatsApp) agreed with Risk for 2026, with cost per peso recovered within the area's target range, a validated quarterly plan, and monthly deviation reviews. - Bring the percentage of agents at bonus level to 85%, sustained over two consecutive quarters, with individual action plans managed by Team Leads. - Keep voluntary agent attrition within the target range and retain 100% of high-performing Team Leads, with an engagement score in direct leadership above Addi's benchmark. - Sustain customer CSAT within the target range, with QA operating as a team development engine (minimum 80% of findings with a closed coaching plan) and zero critical regulatory compliance findings under Ley 2300 and CE 026. - Deliver 4 strategic initiatives per year, co-designed with Intelligence, Risk, WFM, QA, or CX, with measurable impact on recovery, cost per peso recovered, or customer experience. WHAT WE’RE LOOKING FOR - Human and demanding leadership (must-have) - Experience leading teams of 80+ people in collections or contact center operations with an intermediate Team Lead structure. - Floor presence without replacing Team Leads. Models the team's leadership standard. - Delivers difficult feedback directly and holds underperformance conversations with firmness. - Track record of having promoted or expanded the scope of at least 2 direct reports in previous roles. - Proactively detects underperformance patterns, diagnoses them with data, and activates action plans before being asked. - Strategic thinking