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  • Posted: Jun 5, 2024
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    M-KOPA’s mission is to make high quality energy affordable to everyone. OUR GROWTH SO FAR... M-KOPA has connected more than 400,000 homes in Kenya,Tanzania and Uganda to solar power with over 550 new homes being added every day.
    Read more about this company


    Collections Team Leader (Customer Performance) - Mobility

    Are you looking for an opportunity to work in a company where progress and humility are valued as highly as technical excellence? At M-KOPA we use the latest technologies and tools to build fantastic customer experiences with a socially and environmentally conscious mission that echoes throughout the organization.

    You can join our journey too as a Customer Performance Team Leader (Analytics, Collection & Operations)

    You will lead and analyze customer performance on repayment and fleet obligations, design and prioritize actions to achieve M-KOPA credit, returns and fleet management KPIs, and supervise team members in doing so. The role combines credit analytics, debt collections, field operations, and fleet management. This is an exciting opportunity to work with Senior Strategy and Operations Manager of M-KOPA Mobility as the line manager

    We're looking for a blend of analytics, collections, team leadership and field operation experience.

    You will be based in Nairobi or be able to travel there frequently and you will be eligible for periodic bonuses.

     In this role, you’ll be expected to :

    • Design and roll-out analytics dashboards to evaluate portfolio performance and drive actions, and set up automated alerting and data-driven prioritization processes to guide and measure team actions.
    • Work closely with external stakeholders including police and other law enforcement or legal authorities, third party debt collection and recovery agencies, and boda boda associations.
    • Clean, interpret, analyze data, and build models using various statistical techniques. 
    • Build models, analysis, and transformations on internal data to ensure high-quality analysis using either Excel, SQL or R Test and QA code.
    • Design user-friendly, clear, and impactful presentations of analytic findings.
    • Supervise and lead customer performance, collections and fleet management team members to grow their capacity, serve customer needs, and hit the company’s objectives.
    • Develop, review, and implement credit policies on loan recoveries and collections.
    • Proactively monitor customer repayment performance, delinquency, and customer experience.
    • Identify and prioritize problematic accounts for interventions as necessary.
    • Oversee fraud analytics, prevention and mitigation strategies for the portfolio, including monitoring various data sources for early warning signs and pursuing fraud cases as necessary.
    • Oversee fleet management KPIs and relationships with fleet drivers, including monitoring, analyzing and ensuring adherence to standards for fleet performance, and managing communications with fleet drivers.
    • Design customer-centric portfolio management practices, repayment standards, flexibility measures, processes and interventions to optimize customer repayment and fleet performance.
    • Work with customer experience, onboarding, customer care, field maintenance, insurance and other teams in order to ensure customer issues are addressed to optimize performance.
    • Oversee policies and execution of asset recoveries and returns, including ensuring proper documentation as required by law, budget management, team safety and operations.

    At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

    Your application should include;

    • Evidence of Data Driven problem solving and data analytics expertise
    • Experience in debt collection and field operations
    • Experience working closely with external stakeholders

    You Might Be A Good Fit If:

    • Diploma/Degree preferred, preferably in a field related to Data Analytics, Computer Science, Accounting, Finance, Business or Management, Logistics or related studies
    • Previous experience in debt collection and field operations required
    • Previous experience managing fleets or ride hailing platforms preferred
    • Familiarity with data visualization tools (Looker, PowerBI, Tableau, etc.)
    • Proficiency in engaging law enforcement authorities and the Kenyan penal code
    • Advanced Excel proficiency with strong analytical & problem-solving skills
    • Well-organized verbal and written communication

    go to method of application »

    Senior Manager Credit - Strategy & Analytics (Kenya)

    What's exciting about this role?

    Credit Management :

    • Evaluates whether Business proposals meet sound business criteria and credit risk falls within acceptable parameters, approve, and recommends appropriate credit facilities including terms or conditions of facilities.  
    • Identify, quantify, and evaluate credit risks in relation to profitability of business proposals and financial viability of Business banking credits. 
    • Provide quality analysis (typically provided via SQL, R, Python, Excel, and BI visualization tools) to inform management on the credit performance of the portfolio, products, and customers. This includes regular portfolio and product-level reporting as well as managing ad-hoc investigations and causal diagnoses. 
    • Design and implement initiatives and experiments geared towards improving and maintaining healthy credit performance across M-KOPA’s customer base. This includes working extensively with other departments. 
    • Keep abreast of industry specific knowledge and key development – stay attuned to industry and market risk development and trends in relation to customers and impact on underlying portfolios. 
    • Consolidate, analyze, and maintain economic/market data to be used in portfolio analysis, portfolio stress testing, and other departmental objectives as assigned. 

    Systems Review & Reporting :

    • Contribute to the development of credit and financial models to be used by the business, including but not limited to IRSR 9 provisioning and bad debt modeling, cash flow modeling, and predictive loss rate models. 
    • Monitor and report on key performance metrics on M-KOPA’s core products and pilots, including standard and non-standard forms of portfolio health and delinquency reporting, repayment rates, roll rates, etc. 
    • Challenge the existing Credit management system, procedures and practices and implement improvements in all areas of Credit management. 
    • Lead the development of reports to key stakeholders including senior management, country leadership teams, and investors, utilizing graphical analysis, PowerPoint presentations, and verbal and written communications. 
    • Continue to innovate by testing new data, analytics approaches and models. 
    • Analyze portfolio performance at a granular segment level on an ongoing basis. Identify trends and conduct root-cause analysis to isolate key performance driver. 

    Team Management & Stakeholder Management 

    • Builds relationship with key stakeholders to improve quality of business proposals and turnaround time on pricing and or product launch.  
    • Routinely communicate technical subject matter clearly to other team members and relevant stakeholders 
    • Work in partnership with cross-functional teams, fostering a supportive and collaborative atmosphere. Encourage diverse viewpoints and a culture of creativity and problem-solving within the team 


    • Our expectations are that your CV reflects a rich blend of technical expertise, practical experience and leadership competencies positioning you as a valuable asset in the field of Credit.
    • Work experience in an analytical field such as consumer credit, asset finance, pricing, data science, behavioral research, or strategy consulting, including experience managing teams, portfolios, and projects
    • Proficiency in structuring analytical projects and familiarity with tools including SQL, R!, Python, PowerBI, Excel, PowerPoint, Word, as well as a clear understanding of statistics and quantitative methods and best practices  
    • Credit, data, and financial analysis skills to effectively evaluate and report on key performance metrics 
    • Knowledge of lending business practices and consumer credit in emerging markets strongly preferred.
    • Strong interpersonal and presentation skills to effectively communicate with colleagues and senior stakeholders 
    • Understanding of business concepts including ROI analysis, discounted cash flow, causality, & statistical significance 
    • Bachelors or Master’s degree preferably in a quantitative field, including economics, econometrics, data analytics, computer science, statistics, engineering, credit management, finance or behavioral psychology 

    Method of Application

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