Credit Operations & Recoveries Lead- Consultant at Pezesha

Location: Kenya (with oversight of Uganda portfolio)

Credit Process Development

• Improve, standardize, and document all credit and collections processes to ensure consistency, transparency, and accessibility.
• Implement recommendations from gap analysis to enhance portfolio quality.
• Provide structured feedback to Product, Tech, and Data teams to improve processes, customer experience, and repayment behavior.
• Ensure full compliance with CBK regulations (under DCP license) and data protection laws.
• Review and refine collections dashboards to improve usability and effectiveness.
• Ensure alignment of collections operations with internal credit policies and regulatory requirements.

Strategy & Portfolio Performance

• Design and implement effective, data-driven collections strategies aligned with portfolio goals.
• Participate in Credit Committee meetings, providing insights and strategic recommendations.
• Deliver weekly performance insights to support portfolio health and early risk detection.
• Contribute to board presentations, highlighting performance and strategy.

Capacity Building & Team Leadership

• Develop training materials and continuously upskill the credit and collections teams.
• Work closely with the Collections Team Lead to monitor and improve productivity.
• Recommend and implement tools to automate processes and improve efficiency.
• Design and implement incentive and commission structures to drive performance.
• Ensure strategic allocation of accounts based on collector strengths.
• Conduct weekly 1:1 performance reviews with team leads.

External Debt Collector (EDC) Management

• Conduct regular audits of EDC performance in Kenya and guide replication in Uganda.
• Establish clear workflows, communication channels, and accountability metrics for EDCs.
• Monitor EDC performance weekly and drive continuous improvement.

Uganda Market Support

• Hold weekly performance and strategy reviews with Uganda stakeholders.
• Support decision-making and escalate key risks to the Credit Committee.
• Monitor and report on Uganda portfolio health and recovery performance.

Cross-Department Collaboration

• Finance: Collaborate on risk identification and recovery planning.
• Uganda Team: Address productivity challenges and ensure role clarity.
• Data Team: Drive data experiments, track outcomes, and translate insights into action.

Reporting & Analytics

• Prepare and submit weekly reports on collections and portfolio performance.
• Track and ensure completion of action items from management discussions.
• Share performance insights and recognize top-performing team members.

Deliverables

• Updated and strengthened collections policy documentation.
• Cash flow monitoring and at-risk borrower reporting.
• Implementation of an automated collections platform integrated with LMS.
• Customer support escalation framework aligned with collections.
• Completed training materials and fully trained teams.
• Clearly defined and tracked collections KPIs.