Recovery Call Center Manager (INFONAVIT portfolio) Experience: * Minimum 3 years of experience in portfolio recovery, preferably in the mortgage or financial sector. * Experience managing collections teams, including supervision, training, and development of remote staff. * Knowledge of analyzing key performance indicators (KPIs) and handling financial reports. Education: * Completed high school or completed or incomplete bachelor's degree (preferably in administrative, financial, or related fields). Work schedule: * Monday to Saturday (weekend day off). Hours: * Monday to Friday: 8:00 to 19:00 hrs. / Saturday from 8:00 to 14:30 hrs Position objective: The Recovery Manager will be responsible for leading strategies and operations related to the recovery of mortgage loans from INFONAVIT clients. In this role, managing remote collections teams will be crucial, ensuring their integration, efficient performance, and alignment with recovery goals. Main responsibilities: * Design, implement, and supervise collection strategies for recovering overdue mortgage loans. * Lead, motivate, and train recovery teams, both local and remote, ensuring achievement of established targets. * Monitor collections team performance, guaranteeing high standards of quality in customer service and case resolution. * Analyze key performance indicators (KPIs) to evaluate the effectiveness of collection strategies and propose corrective or improvement actions. * Supervise compliance with current collection regulations, in line with INFONAVIT policies and consumer protection laws. * Coordinate with departments such as legal and customer service to manage complex cases. * Generate and present periodic reports on the status of the delinquent portfolio and progress toward collection objectives. Knowledge: * In-depth knowledge of portfolio recovery, especially in the mortgage sector. * Familiarity with federal and local regulations and laws governing collection processes. * Experience in data analysis and generating reports on collections team performance. * Proficiency with collections management tools and CRM software. Competencies: * Leadership: Ability to manage and motivate teams, especially remote personnel. * Results orientation: Focus on achieving collection targets and optimizing processes. * Effective communication: Ability to clearly convey instructions and present results. * Decision-making: Based on analysis of team and portfolio performance. * Conflict resolution: Ability to handle difficult or complex situations with customers or teams. * Organization and planning: Ability to coordinate multiple tasks and efficiently manage diverse teams. We offer: * Competitive salary. * Opportunities for professional growth within the company. * Continuous training. * Statutory benefits. Additional benefits: * Life insurance. * Medical expenses coverage. * Medical, psychological, and nutritional assistance. * Dental, vision, and funeral plans. * Ambulance service and home medical visits. * Cinemex 2x1\. Work location: * Coyoacán, 5 minutes from Metrobús Perisur (in front of UNAM Postgraduate School). If you meet the requirements and are interested in leading teams, including remote staff, in mortgage loan recovery, we look forward to your application!