Key Responsibilities:

Leadership & Strategy:

Lead and manage the Collections and Recovery department, ensuring alignment with Majibu Africa’s financial goals and customer service standards.

Develop and implement effective collections strategies to reduce outstanding debt and minimize financial risk.

Continuously analyze portfolio performance, creating action plans to improve recovery rates and operational efficiency.

Team Development & Management:

Recruit, train, and mentor a high-performing team of collections agents, fostering a culture of performance, accountability, and professionalism.

Conduct regular team meetings, coaching sessions, and training workshops to enhance skills and ensure adherence to company policies and regulatory standards.

Collections Operations:

Oversee and optimize collections workflows, ensuring timely and effective communication with customers through various channels (phone, email, SMS, etc.).

Develop and implement best practices for collections processes, ensuring consistent and ethical interactions with customers.

Handle escalated collection cases, negotiating payment arrangements and resolving disputes with customers.

Financial Management & Reporting:

Monitor and report on key performance indicators (KPIs) for collections, ensuring targets are met and strategies are refined as needed.

Collaborate with the Finance and Risk teams to analyze outstanding balances and develop actionable recovery plans.

Prepare and present regular reports on collections and recovery performance to the executive team.

Compliance & Risk Management:

Ensure all collections activities are compliant with local regulations, industry standards, and company policies.

Stay updated on industry regulations, market trends, and recovery best practices, implementing changes as needed.

Mitigate risk by closely monitoring delinquent accounts, identifying early signs of default, and taking preemptive action.

Customer Relations & Communication:

Balance financial goals with maintaining positive customer relationships, emphasizing empathy and professionalism.

Develop communication strategies that are clear, respectful, and customer-centric.

Handle sensitive customer issues and concerns related to payment delays, settlements, or disputes.

Qualifications & Requirements:

Experience:

Minimum of 5 years of experience in collections, recovery, or related fields, with at least 2 years in a managerial or leadership role.

Proven track record of successfully managing and improving collections performance.

Experience in financial services, fintech, or telecommunications industries is a plus.

Education:

Bachelor’s degree in Finance, Business Administration, or a related field (MBA or advanced degree is an advantage).

Skills:

Strong leadership, team management, and coaching skills.

Excellent analytical and problem-solving abilities.

In-depth knowledge of collections management software, CRM tools, and recovery strategies.

Strong communication and negotiation skills.

Ability to work effectively under pressure and manage competing priorities.

Personal Attributes:

Strategic thinker with the ability to innovate and adapt to changing environments.

High level of integrity and professionalism.

Customer-focused, with a commitment to providing exceptional service.

Results-oriented and driven to meet and exceed targets.