Collections Team Manager – Credit & Auto Loans

About the role

The Collections Team Manager leads a group of collectors focused on credit and auto loan recovery in Kenya. You will set daily work plans, monitor performance, and ensure compliance with regulatory standards while driving recovery targets.

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 to review performance, challenges, and call quality.
• Track and report recovery rates, connection rates, Promise‑to‑Pay fulfillment, and follow‑up volumes; support performance‑based commission calculations.
• Manage team discipline, resolve conflicts, monitor attendance, and provide feedback on personnel optimization.
• Develop tiered collection strategies for different delinquency buckets and handle escalated cases, including installment plans and settlement negotiations.
• Monitor the delinquency ledger, reconcile payments, and ensure accurate logging of communications and promises.
• Enforce compliance with CBK regulations, prohibit abusive collection practices, and handle customer complaints within 48 hours.
• Generate daily, weekly, and monthly recovery reports and share market insights with senior management.
• Create and refine local SOPs and communication scripts for debt collection.

Required profile

• 3–5 years of 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 and Credit Reference Bureau (CRB) reporting rules.

Required skills