Collections and Recoveries Team Leader

About the role

The Collections and Recoveries Team Leader will oversee the performance of both internal agents and external debt‑collection partners, ensuring that credit losses are minimized while adhering to policy and regulatory standards. This role is pivotal in driving the collections strategy for SME and consumer portfolios within a leading African bank.

Key responsibilities

• Manage productivity of collections and recoveries agents, setting targets and monitoring results.
• Engage and oversee third‑party service providers delivering collections and recoveries services.
• Maintain accurate records of all customer communications related to assigned portfolios.
• Train, monitor, and evaluate internal agents and external agencies to ensure compliance and effectiveness.
• Act as the primary escalation point for customer issues and collection‑related disputes.
• Collaborate with branch networks and support functions to improve overall collections performance.

Required profile

• Proven experience in collections, recoveries, or credit risk management, preferably within banking.
• Strong leadership and coaching abilities to motivate and develop a high‑performing team.
• Excellent analytical skills to interpret portfolio data and drive strategic improvements.
• Ability to handle escalations and resolve customer issues efficiently.
• Good understanding of regulatory requirements governing collections activities.

Required skills