Collections Department Manager

Key Responsibilities:

1. Performance & Strategy Management

Drive the overall performance and key metrics of the collections department.

• Proactively identify, analyze, and resolve obstacles that impede growth and target achievement.

• Escalate critical challenges and risks to senior management in a timely manner to secure support and resources.

2. Team Leadership & Compliance

Develop, implement, and oversee strict adherence to employee attendance systems and daily code of conduct.

• Uphold company attendance policies as a non-negotiable standard for all team members.

• Strengthen team execution to ensure tasks from senior management are promptly actioned, implemented effectively, and progress is actively communicated.

3. Incentive & Budget Control

Design and implement daily performance incentive policies tailored to the local market to motivate the team.

• Propose and justify reasonable incentive schemes to upper management based on business needs.

• Manage the team's activity budget responsibly, ensuring optimal allocation for performance and rewards while maintaining cost control.

4. Talent Development & Performance Management

Foster a strong team culture and continuously optimize the team structure.

• Maintain a high-performing team by ensuring that excellent employees constitute at least 70% of the workforce.

• Implement performance improvement plans for underperformers and manage the exit process when necessary.

5. Administrative & Operational Duties

• Approve local employee leave requests in accordance with company HR policies, ensuring team attendance aligns with operational demands.

• Collaborate with other department heads on business planning and cross-functional projects to ensure seamless inter-departmental cooperation.

• Rapidly respond and coordinate team arrangements during business peaks or emergencies, including organizing overtime support to ensure business continuity.

Qualifications

Required Experience & Skills:

• Bachelor’s degree in Business Administration, Finance, or a related field.

• Minimum of 5 years of experience in a collections or recovery environment, with at least 2 years in a managerial or team leadership capacity.

• Proven track record of meeting and exceeding collection targets and driving team performance.

• Strong experience in designing and managing performance-based incentive programs.

• Solid understanding of budget management and cost control principles.

• Excellent people management skills, with experience in coaching, mentoring, and managing underperformance.

• Exceptional communication, interpersonal, and conflict-resolution skills.

• High level of integrity and ability to enforce company policies firmly and fairly.

• Proactive, strategic thinker with strong problem-solving and analytical abilities.

• Proficiency in MS Office Suite (especially Excel).

Preferred Qualifications:

• Experience in the FinTech, Banking, or Digital Lending industry is highly desirable.

• Familiarity with the Kenyan financial and regulatory landscape.

• Strong data analysis skills to drive decision-making.