Debt Collection Process Lead

About the role

We are looking for a data‑driven and hands‑on Debt Collection Process Lead to design, optimize, and manage end‑to‑end collections workflows for vehicle and device finance in Kenya. In this role, you will lead initiatives that strengthen the customer repayment experience while ensuring collections operations remain efficient, compliant, and scalable.

Key responsibilities

• Design and continuously improve consumer collections processes across all delinquency stages, introducing automation, case‑allocation rules and exploring robotics/AI use cases.
• Create and maintain SOPs, playbooks and training materials for internal teams and external partners, and support onboarding of collections agents.
• Partner with Customer Service, Credit/Risk, Product/IT, Legal and any BPO/agency partners to implement data‑driven improvements, coordinate testing and rollouts of new strategies and tools.
• Use customer feedback, agent input and performance analytics to identify bottlenecks, propose improvements and track impact.
• Ensure all processes, scripts and communications meet local regulatory requirements and internal policies, maintaining audit readiness.

Required profile

• Proven experience improving operational processes.
• Comfortable working with data and dashboards; strong Excel skills.
• Ability to collaborate across multiple functions (Customer Service, Credit/Risk, Product/IT, Legal, external partners).
• Strong sense of ownership with good communication and stakeholder‑management abilities.
• Willingness to relocate to Nairobi, Kenya.

Required skills

• Excel
• Power BI
• SQL

What we offer

• Results‑oriented bonus system.
• Housing allowance and periodic flights back to your home country.
• Relocation support (flights to Nairobi, visas).
• Health insurance.