Collection Team Leader

About the role

The Collection Team Leader will oversee a group of collectors, ensuring daily targets are met while maintaining compliance with Kenyan financial regulations. This position reports to senior management and plays a key role in improving recovery rates for delinquent accounts.

Key responsibilities

• Assign daily tasks, set work plans and distribute delinquent account lists to team leaders.
• Conduct morning briefings and evening debriefs to review performance, challenges and call quality.
• Monitor and report on recovery rates, connection rates, Promise‑to‑Pay (PTP) fulfillment and follow‑up volumes.
• Handle escalated cases, negotiate payment plans, settlements or deferrals.
• Enforce compliance standards, investigate complaints and ensure timely resolution.
• Analyze delinquent customer profiles, report market risks and refine collection strategies.

Required profile

• Minimum two years of experience in collections or debt recovery, preferably in a supervisory capacity.
• Strong understanding of delinquency buckets and portfolio‑at‑risk concepts.
• Ability to manage team discipline, resolve conflicts and provide performance feedback.
• Familiarity with Kenyan regulatory bodies such as the Central Bank (CBK) and Data Protection Office (ODPC).

Required skills

What we offer

• Opportunity to lead a dynamic team within a fast‑growing fintech environment.
• Competitive full‑time compensation package.
• Professional development and career growth pathways.