Debt Collection Team Leader

requirements.

KEY RESPONSIBILITIES

• Plan daily/weekly collection targets and allocate overdue accounts.
• Lead daily morning and evening meetings and monitor team performance.
• Track collection metrics and calculate team commissions.
• Manage team discipline, attendance and performance.
• Apply collection strategies based on overdue days (S0 to S4).
• Handle escalated cases and negotiate payment solutions.
• Ensure accurate system updates and daily account reconciliation.
• Analyze risks and adjust collection strategies.
• Ensure compliance with collection guidelines and handle customer complaints.
• Prepare daily/weekly/monthly reports and improve scripts and processes.

QUALIFICATIONS & EXPERIENCE

• 3–5 years of credit/auto loan collection management experience in Kenya.
• At least 1 year of team leadership experience.
• Fluent in English and Swahili.
• Familiar with CBK regulations on collection and complaints.
• Able to read and understand reports.
• Proficient in Excel and Word.
• Familiar with on-site collection in Nairobi and surrounding areas.
• Honest, results-oriented and compliance focused.