Collections Team Manager (Kenya)

About the role

The Collections Team Manager will lead a group of team leaders and collectors to maximise recovery of delinquent credit and auto‑loan accounts across Kenya. You will set daily work plans, monitor performance metrics and ensure compliance with regulatory standards.

Key responsibilities

• Assign tasks and objectives to team leaders, create daily/weekly work plans and distribute delinquent account lists.
• Conduct morning briefings and evening debriefs, monitor call quality and SMS execution.
• Track recovery rates, connection rates, Promise‑to‑Pay fulfillment and follow‑up volume; use data for performance commission calculations.
• Manage team discipline, resolve conflicts, monitor attendance and provide performance feedback to senior management.
• Develop tiered collection strategies for different delinquency buckets (S0‑S4+).
• Handle escalated cases, negotiate installment plans, settlement discounts or payment deferrals.
• Monitor the delinquency ledger, reconcile payments and ensure accurate logging of communications.
• Analyse delinquent customer profiles, report market risks and optimise collection tactics.
• Enforce strict prohibitions against harassment, intimidation, abusive language and high‑frequency calling.
• Investigate collection‑related complaints, respond within 48 hours and mediate to avoid regulatory escalation.
• Prepare daily, weekly and monthly recovery reports, KPI dashboards and market feedback for the Head of Collections.
• Develop and optimise local SOPs and communication scripts for debt collection.

Required profile

• 3–5 years experience in credit or auto‑loan collection management in Kenya, including at least 1 year managing a collection team.
• Fluent in English and Swahili with strong negotiation abilities.
• Good knowledge of Kenyan Central Bank (CBK) regulations on debt collection and complaint handling.
• Ability to interpret delinquency reports and apply tiered collection strategies.

Required skills