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About the role

• Manage and assign tasks and objectives to team leaders (e.g., setting daily/weekly work plans and distributing lists of delinquent accounts). 2. Conduct daily morning briefings to review performance and evening debriefs to summarize challenges; monitor team call quality and SMS execution. 3. Oversee daily team performance assessment: track recovery rates, connection rates, PTP (Promise to Pay) fulfillment rates, and effective follow-up volume; implement the basis for performance commission calculations. 4. Manage team discipline; handle employee conflicts, attendance issues, and performance lapses; identify high and low performers; and provide timely feedback to management regarding personnel optimization. II. Collections Operations 1. Formulate tiered collection strategies based on delinquency buckets (S0: -1–0 DPD; S1: 1–7 DPD; S2: 8–15 DPD; S3: 16–30 DPD; S4+: 30+ DPD) to improve overall recovery rates and reduce PAR (Portfolio at Risk) assets. 2. Handle complex or escalated cases that frontline collectors cannot resolve (e.g., negotiating installment plans, debt settlement discounts, or payment deferrals). 3. Monitor the delinquency ledger daily, reconcile payment records, and ensure collectors promptly log communication records and customer promises (PTP) into the system. 4. Periodically analyze delinquent customer profiles and reasons for loss of contact; report market risks to management and optimize collection strategies. 5. Strictly enforce prohibitions against: harassing third-party contacts, publicly shaming debtors, making threats or using intimidation, verbally abusing customers, and non-compliant high-frequency calling. 6. Receive and investigate collection-related customer complaints; respond within 48 hours and mediate effectively to prevent escalations to the CBK (Central Bank) or ODPC (Data Protection Office). 7. Maintain familiarity with CRB (Credit Reference Bureau) reporting rules. III. Reporting and Cross-departmental Collaboration 1. Generate and submit daily, weekly, and monthly reports on time—covering team recovery data, recovery status by delinquency bucket, complaint statistics, volume of lost-contact accounts, and KPI achievement—to the Head of Collections. 2. Gather local market information and common customer feedback, and report findings to domestic management. IV. Other Responsibilities 1. Establish and optimize local Standard Operating Procedures (SOPs) and standard communication scripts for debt collection; 2. Complete other collection-related tasks assigned by superiors. Requirements: 1. At least 3–5 years of experience in credit or auto loan collection management in Kenya, including over 1 year of experience managing a collection team; 2. Fluent in English and Swahili; excellent negotiation skills; 3. Familiar with Kenyan CBK regulations regarding debt collection and the handling of collection-related complaints; 4. Ability to interpret delinquency reports; proficient in Excel and Word; 5. Familiarity with the field collection environment in Nairobi and surrounding areas is preferred; 6. High integrity, results-oriented mindset, and ability to ensure team compliance with operational standards.