Deputy Head of Credit Collections at Equity Bank Kenya

Job Purpose: 
The Head of Credit Collections is responsible for overseeing the collection activities of all accounts in Early arrears and ensures smooth operations in the credit Monitoring & Collections Unit. He/she ensures that all staff in the Unit adhere to Banks’ Core values, policies, and procedures for efficient working environment. He/she fosters team unity, builds working relationships with fellow leaders to continually reach out to other Units and Departments within the Bank to ensure business goals are achieved.

Key Responsibilities: 

• Coordinate activities of Credit Collections Unit staff to ensure a smooth and efficient Unit and to reduce the number of delinquent accounts that are overlooked.
• Through the Head of DRU and with assistance of Human Resources (HR) recruit, hire, train and evaluate staff members within the collections Unit to ensure a sufficient number of staff members are available to handle the workload.
• Observing and Reviewing employee interactions with customers to ensure all policies and regulations are being adhered to by the staff in the Unit.
• Minimizing Banks’ financial losses by developing and implementing efficient & timely strategies to increase the number of successful collections on outstanding debt.
• Through head of DRU, present to the Departmental management or their Unit the trends, achievements, challenges, and goals of the Unit.
• Participating & performing any disciplinary actions.
• Prepare and implement work schedule for all staff in the Credit Monitoring & Collections Unit.
• Implement credit policies and procedures that retain a smooth running of the Unit.
• Leads in developing and execution of the collections strategy that enhance the customer contact experience through all available channels, including website, e-mail, SMS, AI, WhatsApp etc.
• Provides support, coaching and development to the credit Collection Staff to maximize cash collections in a timely and effective manner, minimizing risk exposure and providing an excellent customer service, building customer confidence, and enhancing the company’s reputation.
• Participates in Cross-Functional Project as a lead, participant, or a resource in developing or upgrading of Credit Collection systems.
• Conducts monitoring, appraisal, and performance evaluation of team members to improve efficiency through Calls listen in and Auditing accounts worked by Collectors and provide feedback.
•  Ensure appropriate controls and audits are in place and carried out as agreed while supervising and directing the daily activities of Credit contact center collection officers.

Qualifications

Qualification and Experience

• University degree or equivalent 
• A minimum of 8 years’ experience in the bank three (3) of which must be at Credit Collections Management or Debt Recovery Management Level