Collections and Recovery Manager at World Vision Kenya

Key Responsibilities 

Collections Strategy & Execution 

• Develop and implement effective collection strategies tailored to microfinance credit products 
• Monitor daily, weekly, and monthly collection performance across branches or regions 
• Supervise field collection officers and ensure adherence to collection protocols 
• Analyze repayment trends and recommend proactive measures to reduce delinquency 

Recovery Operations 

• Lead recovery efforts for non-performing loans (NPLs) and write-offs 
• Coordinate with legal teams and external recovery agents where necessary 
• Negotiate repayment plans with clients and ensure compliance 
• Maintain accurate records of recovery actions and outcomes 

Portfolio Risk Management 

• Track portfolio at risk (PAR) and provide regular reports to senior management 
• Identify high-risk segments and recommend targeted interventions 
• Collaborate with credit and underwriting teams to improve loan quality 

​​​​​​​Team Leadership & Capacity Building 

• Train and mentor collection officers on best practices and ethical recovery methods 
• Conduct regular performance reviews and field audits 
• Foster a culture of accountability, integrity, and customer respect 

​​​​​​​Key Performance Indicators (KPIs) 

• Portfolio at Risk (PAR) reduction 
• Recovery rate on delinquent and written-off loans 
• Collection efficiency ratio 
• Compliance with internal and regulatory standards 

​​​​​​​Ideal Candidate Profile

Qualifications & Experience 

• Bachelor’s degree in Finance, Business Administration, or related field 
• Minimum 5 years’ experience in credit collections and recovery, preferably in microfinance or retail lending 
• Strong understanding of credit risk, loan lifecycle, and customer behavior 
• Proven leadership and team management skills 
• Excellent negotiation, communication, and analytical abilities 
• Familiarity with digital collection tools and MIS systems is a plus 
• staff retention, and a culture of continuous growth.

Key Competencies

• Strategic Thinking: Ability to design and execute effective collection and recovery strategies aligned with organizational goals.
• Analytical Skills: Strong capability to analyse portfolio performance, repayment behaviour, and risk trends to inform decision-making.
• Leadership & People Management: Proven ability to inspire, mentor, and manage diverse teams to achieve results.
• Negotiation & Conflict Resolution: Skilled in handling sensitive client discussions, negotiating repayment plans, and maintaining professionalism.
• Regulatory & Compliance Knowledge: Sound understanding of microfinance regulations, ethical collection practices, and risk management principles.
• Results Orientation: Focused on achieving KPIs including PAR reduction, recovery targets, and efficiency improvements.
• Communication & Interpersonal Skills: Excellent verbal and written communication with the ability to engage clients, staff, and senior management effectively.
• Adaptability & Innovation: Ability to embrace digital tools, innovate recovery processes, and respond proactively to market and client dynamics.
• Integrity & Customer-Centric Approach: Demonstrates ethical standards, respect for clients, and commitment to protecting the organization’s reputation.