COLLECTIONS MANAGER

Key Responsibilities

• Drive overall collections department performance and achievement of key business targets.
• Monitor and improve collection metrics, productivity, and operational efficiency.
• Identify, analyze, and resolve challenges affecting team performance and target attainment.
• Escalate critical operational risks and challenges to senior management when necessary.
• Develop and enforce attendance management systems and employee code of conduct standards.
• Ensure strict adherence to company policies and procedures.
• Strengthen execution of management directives and monitor implementation progress.
• Design and manage performance-based incentive programs to motivate and reward employees.
• Prepare proposals for incentive schemes and budget allocation for management approval.
• Manage departmental budgets effectively while maintaining cost control.
• Build and maintain a positive, high-performance team culture.
• Implement performance improvement initiatives and manage underperformance where necessary.
• Approve employee leave requests in accordance with company policies and operational requirements.
• Collaborate with other departments to support business objectives and cross-functional projects.
• Coordinate team resources during peak business periods and operational emergencies.

Qualifications & Experience

• Bachelor's Degree in Business Administration, Finance, Economics, or a related field.
• Minimum of five (5) years' experience in collections, debt recovery, or credit management.
• At least two (2) years' experience in a managerial or team leadership role.
• Demonstrated success in achieving and exceeding collection targets.
• Experience designing and managing performance-based incentive programs.
• Strong understanding of budgeting, financial management, and cost control.
• Excellent leadership, coaching, mentoring, and employee performance management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication, interpersonal, and conflict-resolution skills.
• High level of integrity, professionalism, and accountability.
• Advanced proficiency in Microsoft Excel and other MS Office applications.
• Experience within FinTech, Banking, Digital Lending, or Financial Services sectors will be an added advantage.
• Good understanding of the Kenyan financial services and regulatory environment