Senior Lead - Collections at M-KOPA Solar

The Senior Lead - Collections for Kenya is responsible for collections activities in M-KOPA Kenya. This is achieved by optimizing performance of the M-KOPA credit portfolio, through co-ordination and control of the daily collection's activities of the internal and/or outsourced Collection's vendors.

The role is tasked with identifying corrective actions in good time to minimize adverse impact and is required to comply with the core principles of good lending enshrined in the Credit Policy.

The role holder is directly responsible for the management of credit risk within this service section and continuously optimize the efficiency and effectiveness of the resources deployed to the unit during collection activities.

Key Job Functions

1. To anticipate human capacity needs, advertise, interview and recruit, accordingly, aiming at achieving an optimum internal effective and efficient collection team.
2. Spear head in formulation of specific collection objectives (campaigns) and continuously improving all aspects of credit & collection functions and processes.
3. Ensure the optimal collections strategies and campaigns for early and late-stage collections are implemented to maintain loan book provisions at the agreed rate.
4. Leading data analysis and reporting for the portfolio – including review and creation of PowerBi and Looker reports to provide weekly, monthly, and quarterly performance trends and answer analytical questions about opportunities to understand and improve BPO and in-house KPIs
5. Drive construction of prioritization algorithms to achieve desired collections outcomes, by working with the data science team to optimize lead generation approaches and processes
6. Ensure proper planning is in place for timely leads delivery to inhouse & outsource debt collection teams and timely communication where delays are experienced.
7. Offer oversight of collection day to day activities - Supervision of collection teams, internal and outsourced, against set conversion targets taking corrective actions to bridge target variances.
8. Maintain fluency in product knowledge, the loans management system and collections procedures necessary to carry out collections processes.
9. Offer key outsource collection services support - supports outsourced vendors by training, participation in performance meetings, assignments of accounts, and balances updates.
10. Preparation of collection team annual budgets, including account and headcount projections
11. Provide leadership, guidance and training to develop personnel and ensure the transference of skills and efficient achievement of goals and objectives.
12. To design, document and negotiate contracts and service level agreements with the BPO, for execution by the Head of Department. This includes BPO contract management and negotiation

Education

1. Higher Diploma or bachelor’s degree

Competencies

1. Strong proficiency in MS Office, with a bias towards advanced Excel and PowerPoint

Skills

1. You have strong analytic skills to manage campaigns, analyze and drive performance, and derive data-driven recommendations, including experience with statistics, Looker, and Excel
2. Strong attention to detail and investigative nature to ensure error-free, high quality, reproducible analysis
3. Experience with transition matrices and other metrics for delinquency and repayment monitoring and reporting
4. Highly collaborative and communicative, particularly when working with diverse stakeholders
5. You’re comfortable in a fast-moving environment with frequent change and a sense of urgency
6. Experience managing an outsourced call centre or BPO operation.
7. Strong understanding of outbound call center management, including effectively managing KPIs such as reachability, cure rates, etc.