Manager- Digital Lending Collection at Equity Bank Kenya

Job Purpose:  

The manager Collection  will organize, plan, and monitor a digital lending’s collection strategies and customer experience function. The manager collection will ensure optimized interaction with our borrowing clients through developing and implementing strategies useful in improving collection strategies, customer relationship, loyalty, and satisfaction. The officer will be responsible for overseeing multiple different processes and will provide support, coaching and development to the client collection team 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.
The role works closely with management and a cross-section of functions within Equity Bank as well as other partners.

Job Responsibilities/ Accountabilities:

• Monitor call performance of the Account Collection teams against the bank’s professional standards
• Support the collection team through coaching, training, developing, and motivating the teams
• Review reports to ascertain status of collections and balances outstanding and enhance revenue growth and to evaluate effectiveness of current collection policies and procedures.
• Make use of existing technologies to maximize customer contact whilst minimizing cost per contact, review and propose new technologies as required
• Lead and assist in developing the collections strategy that enhance the customer contact experience through all available channels, including website, e-mail, SMS etc.
• Establish and maintain an environment that encourages teamwork and individual efforts and ethical behavior.
• Provide high level reports to the management from the collection system, the Autodialler, portfolio and performance analysis for decision making (MI Reports)
• Maintain appropriate staffing levels for team and in compliance with company policies.
• Administer verbal and written counseling to correct inappropriate behavior and conduct.
• Devise and implement strategies to achieve monthly collection targets.
• Develop and maintain a good relationship with the clients and maintain excellent Customer care as per Equity Bank’s standards
• Ensure that client performance reports are provided within stipulated time frames and in the desired format and quality.
• Provision of professional debt recovery service to the bank’s clients
• Any other duties as shall be assigned from time to time by the line manager.

Requirements:

• A degree in Business or Finance from a recognized University
• Professional course in Credit Management would be an added advantage.
• A minimum of 5 years’ experience in financial services especially credit management and preferable in a credit collections background.
• Experience of operating in a collection centre setup will be a desirable advantage.
• In depth knowledge of sales and recovery techniques.
• In depth knowledge of credit management systems and procedures.
• Excellent oral and written communication
• IT literacy
• Able to operate in a performance driven organization.
• Culturally aware and adept at working across multiple geographies.
• Knowledge of English

Essential Knowledge

• Excellent business relationship management skills
• Ability to develop, plan, execute and implement according to corporate and project plan strategies.
• A high aptitude and comfort level with technical environments and the ability to work in a highly demanding environment and able to meet aggressive deadlines.

Key Critical Competencies

• Ability to lead and supervise complex teams and a good motivator.
• Ability to formulate collection strategies and concepts.
• Ability to deliver results and meet customer expectations.
• Should have an entrepreneurial and commercial mindset.
• Ability to work independently and meet strict deadlines.
• Ability to remain highly organized and be able to multitask.
• Genuine collection focus
• Strong leadership capabilities
• Good planning and organizational skills
• Strong analytical and negotiation skills
• Excellent communication skills.
• Critical thinker with great critical thinking skills.
• Strong team player with excellent interpersonal and collaboration skills.