Team Management – Collections Operations Lead

About the role

The role oversees the Collections team, ensuring daily targets are met while maintaining high standards of customer interaction. Reporting to the Head of Collections, the manager drives performance, handles escalations and enforces compliance with regulatory guidelines.

Key responsibilities

• Assign tasks and set daily/weekly work plans for team leaders, including delinquent account lists.
• Conduct morning briefings and evening debriefs to review performance and address challenges.
• Monitor team metrics such as recovery rates, connection rates, PTP fulfillment and follow‑up volume; calculate performance commissions.
• Manage discipline, resolve conflicts, track attendance and provide feedback on personnel optimization.
• Develop tiered collection strategies for different delinquency buckets and negotiate complex cases.
• Oversee daily ledger reconciliation, ensure accurate logging of communications and promises.
• Enforce compliance with collection regulations, including prohibitions on harassment and high‑frequency calling.
• Handle customer complaints, respond within 48 hours and mediate to avoid regulatory escalation.
• Produce daily, weekly and monthly performance reports for senior management.
• Gather market feedback and share insights with domestic leadership.
• Establish and continuously improve local Standard Operating Procedures.

Required profile

• Executive‑level experience with at least 6 years in collections or call‑center management.
• Proven ability to lead large teams, manage performance and resolve personnel issues.
• Strong analytical skills to track KPIs and optimise recovery strategies.
• In‑depth knowledge of Kenyan collection regulations, CRB reporting and data‑protection requirements.
• Excellent communication skills for briefing teams and reporting to senior management.

Required skills

What we offer

• Competitive monthly salary ranging from KES 30,000 to KES 45,000.
• Opportunity to shape collection processes within a fast‑growing digital finance company.