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.
  • Set performance targets for the collections team and regularly evaluate progress through KPIs and other metrics.
  • 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 3 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.