Position Description

The Field Collections Manager is responsible for drafting and executing field debt recovery & collections strategy for the OpCo. The role will focus on driving the achievement of field collection KPIs, through close collaboration with the other OpCo HoDs – Country Head of Sales, Head of Operations, and Head of CX particularly – in the implementation/adoption of field collection strategies. The overall aim is to drive an increase in customer collections in the field and early repayments of PAYGO products.

Requirements

Roles & Responsibilities

• Define and execute the field collections strategy for efficient field debt recovery or repossession of products from delinquent customers.
  
• Define the field collection or repossession approach for different customer segments, with different payment capabilities and delinquency stages, as well as customers with different products or days on the book.
  
• Closely work with the Sales team to build an efficient field collection structure to ensure efficient collection or repossession from delinquent customers.
  
• Support development and adoption of field collections analytics and KPIs. Ensure regular monitoring and reporting to key stakeholders via daily, weekly, and monthly field collection metrics.
  
• Continued engagement & training of the team on the most up-to-date work tools for the department, particularly the Collections Officers (CO) App.
  
• Onboarding and management of collections Agencies to improve collections from written-off or heavily delinquent customers across the country.
  
• Guide and support the development of different field collection experiments to increase amounts collected from delinquent customers.
  
• Support driving collections campaigns in the field.
  
• Identify potential customer pain points impacting collections and propose effective solutions for adoption to achieve field collections and repossession targets.
  
• Timely escalation of the voice of the customer, fraudulent activities, or other pain points to the relevant stakeholders for immediate resolution.
  

KPIs

• The amount collected vs. target.
  
• Early repossession numbers vs. number of accounts flagged for repossession
  
• Resolution Rates on escalated accounts.
  
• %-age of dispositions (calls/visits) vs. total number of allocated accounts in a month
  
• Coverage & activity rates of Collections Officers vs. number of escalated accounts for repossession/collection
  
• %-age of coverage & performance by any Collections agencies
  

Desired Skills and Experience

• Degree in Business related subject and/or equivalent work experience
  
• Minimum of 3 – 5 years direct experience managing collection teams and collaborating with key functions (Global Credit, Marketing, Finance, Operations, Customer Experience, Technology),
  
• Preferably from a Microfinance background and with exceptional stakeholder management skills.
  
• Demonstrated negotiation and monitoring skills in managing 3rd party vendors or service providers.
  
• Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality,
  
• Excellent communication, analytical, problem-solving, and decision-making skills.
  
• Excellent organizational and time-management skills
  
• Passion for social enterprise, development of people, and environmental