Collections Operations Manager

About the role

The Collections Operations Manager leads a team of collectors, setting daily work plans, monitoring performance, and ensuring compliance with Kenyan debt‑collection regulations. This role combines people management, strategic collection planning, and cross‑functional reporting to drive recovery rates and minimize portfolio risk.

Key responsibilities

• Assign tasks, set objectives, and conduct daily briefings to review performance and address challenges.
• Track and analyze recovery, connection, and Promise‑to‑Pay (PTP) metrics; calculate performance‑based commissions.
• Develop tiered collection strategies for different delinquency buckets and handle escalated cases, including installment negotiations and settlements.
• Monitor delinquency ledgers, reconcile payments, and ensure accurate logging of customer interactions.
• Enforce compliance with CBK regulations, prevent prohibited collection practices, and manage customer complaints within required timeframes.
• Produce daily, weekly, and monthly recovery and KPI reports for senior management.
• Create and refine local SOPs and communication scripts for debt collection activities.

Required profile

• 3–5 years of experience in credit or auto‑loan collection management in Kenya, with at least 1 year supervising a team.
• Fluent in English and Swahili with strong negotiation abilities.
• In‑depth knowledge of Kenyan Central Bank (CBK) regulations related to debt collection and complaint handling.
• Proven ability to analyze delinquency data and implement effective recovery strategies.

Required skills

• Familiarity with Kenyan Credit Reference Bureau (CRB) reporting rules.