Openings at HF Group

Principle Accountabilities

• Receipt of funds and issuance of receipts
• Regular client communication in terms of debt status, repayment plans, and support required throughout the customers’ journey (Onboarding of customer details and customer documents on CRM, mapping of payment plans, portfolio allocation, follow-up on signing of offer letters, issue of instructions to lawyers to prepare sale agreements, follow up on execution of documents)
• HFC Mortgage pipeline management and follow-up
• Mapping of timed collections
• Revenue assurance for the allocated portfolio to the issuance of cancellation notices and notification of units back to the market. (including timely disbursements of loans).
• Risk mitigation by participation in the handover documentation
• Complaint resolutions end to end with respective departments
• Compliance with laid-down policies and laws.

Key Competencies and Skills

Technical competencies

• Knowledge of CRM software and Microsoft Office Suite - Intermediate excel skills
• Solid customer service attitude with excellent negotiation skills
• Knowledge of KYC/AML compliance requirements
• Knowledge of TCF (Treating Customers Fairly) principles
• Astute product knowledge
• Knowledge of portfolio management
• Commercial acumen
• Analytical skills
• Strong communication and interpersonal skills
• Emotional intelligence; dynamic individual with the ability to work under pressure.

Minimum Qualifications, Knowledge and Experience

Qualifications: Academic and Professional

• Bachelor’s degree from an accredited university, preferably in a business-related field
• Relevant professional certification is an added advantage

Experience

• At least one year experience in relationship management in a financial or real estate institution
• Strong proficiency in banking systems and applications, especially Profits and CRM
• Experience in portfolio management is a core requirement

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Principle Accountabilities

Key Accountabilities

• Develop and Implement the annual Category Strategy and Plans
• Relationship Management and engagement of Stakeholders for Category as assigned
• Implement standards, controls, processes or regulatory-determined procedures for the category as assigned.
• Initiate and Implement Cost Management plans and strategies for assigned Categories.
• Monitor and execute the annual Procurement Plan and budget. Conduct annual spending analysis for assigned categories.
• Monitor departmental Business Continuity plans, Risk management and regulatory Controls for the department.
• Implementation and enforcement of standards, controls, processes or regulatory determined procedures for the Procurement Department.
• Develop annual vendor performance plans and Review Suppliers Performance periodically.
• Monitor implementation of Service Level Agreements.
• Responsible for pricing data integrity, contract records and supplier records.
• Manage disposal of Company Assets

Financial Perspective

• Develop and implement strategic plans
• Drive Cost Savings and optimization initiatives

People Management and Development

• Cultivate a culture of collaboration, accountability, and continuous learning.
• Periodically prepare individual performance reports
• Sustain a positive and inclusive work environment that encourages teamwork and innovation.

Key Competencies and Skills

Technical competencies

• Strong analytical and problem-solving skills
• Experience in developing and managing supplier relationships
• A client-centric mindset with a deep understanding of client service principles and best practices.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Experience in implementing sourcing strategies

Leadership competencies

• Solution and result-oriented
• Strategic orientation
• Business acumen
• Strong communication and team management skills
• Strong interpersonal skills, and ability to interact effectively with clients and colleagues.

Minimum Qualifications, Knowledge and Experience

Qualifications: Academic and Professional

• Bachelor’s Degree in Procurement, Supply Chain Management, Business Administration, Management, or any other related business field.
• Professional qualifications in procurement, i.e CIPS
• Member of Chartered Institute of Purchasing and Supply (MCIPS) or Member of Kenya Institute of Supplies Management (MKISM)
• Proven competency in the following areas: strategy development, negotiations, contract management, vendor risk management, and stakeholder management
• A post-graduate degree, preferably an MBA, is an added advantage

Experience

• Proven experience in commercial negotiations and category strategy execution
• 5+ years of experience in procurement strategy development & implementation
• Demonstrated a track record of developing and executing successful business strategies and driving operational improvements.
• Experience in implementing sourcing strategies not less than 5 years
• Leadership experience of not less than 2 years
• Experience in managing procurement requirements in the financial services industry will be an added advantage

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Principle Accountabilities
 Negotiation.

• Develop and refine negotiation skills to maximize the recovery of delinquent accounts while maintaining positive customer relations.

 Customer Outreach.

• Contact delinquent account holders through digital channels such as email, SMS, and online chat to remind them of outstanding payments.

 Payment Negotiations.

• Engage in negotiations to establish payment plans or settlements with customers who are behind on their payments, while adhering to bank policies and regulations.

 Security and Confidentiality.

• Safeguard customer information and maintain the confidentiality of sensitive data in accordance with data protection laws and bank policies.

 Customer Assistance.

• Assist customers in understanding their financial obligations, payment options, and the consequences of non-payment, while demonstrating empathy and professionalism. Handle questions or complaints regarding digital loans.

 Record-keeping

• Maintain accurate records of all communication with customers, payment arrangements, and any relevant information regarding the collection efforts and keeping track of assigned accounts to identify outstanding efforts.
•  Investigate and resolve discrepancies together with the team leader.
•  Plan course of action to recover outstanding payments.
•  Create trust relationships with debtors when possible to avoid future issues.
•  Update account status regularly.
•  Alert superiors of debtors unwilling or unable to pay when necessary.
•  Communicate with management and other team members about methods and strategies to ensure a positive rate of customers agreeing to repay their debts.
•  Participate in team meetings and huddles for improvements in the team process and tasks.

Key Competencies and Skills
Technical Competencies

•  Data Analysis
•  Reporting.
•  Regulatory framework Knowledge.
•  Adherence to data protection statutes
•  Digital Communication Tools.
•  Credit Scoring and Risk Assessment.

General competencies

•  Excellent communication and people skills.
•  Apt in negotiating and persuading.
•  Customer Service Orientation.
•  Time management.
•  Problem solving.
•  Emotional intelligence
•  Strong business acumen

Minimum Qualifications, Knowledge and Experience
Qualifications- Academic and Professional

•  Bachelor’s degree from an accredited University preferably in a business-related field

Experience

•  Experience in working with targets and tight deadlines.
•  At least one-year experience in a collection/recoveries role
•  Working knowledge of MS Office and databases.