Debt Collection Process Lead

In this role, you will lead initiatives that strengthen the customer repayment experience while ensuring collections operations remain efficient, compliant, and scalable. On a day-to-day basis, you will work closely with the Head of Debt Collection and partner teams across Credit/Risk, Customer Service, Product/IT, and Legal to turn data insights into operational improvements. This is a high-impact role for someone who is proactive, structured, and takes full ownership.

1. Design and continuously improve consumer collections processes across all delinquency stages.
2. Introduce and scale automation (case allocation rules, workflows, customer communications) and explore robotics/AI use cases to improve efficiency and cost-to-collect.
3. Audit current workflows, improve them end-to-end (test and implement changes), and design new processes where needed.
4. Create and maintain SOPs, playbooks, and training materials to ensure consistent execution across internal teams and external partners (if applicable).
5. Support onboarding and continuous training for collections agents and related stakeholders.
6. Partner with Customer Service, Credit/Risk, Product/IT, Legal, and any BPO/agency partners to implement data-driven collections improvements.
7. Coordinate testing and rollouts of new strategies, communications, tooling changes, and policy updates.
8. Use customer feedback, agent input, and performance analytics to identify bottlenecks (e.g., contractability, broken PTP, queue management, dispute handling).
9. Propose improvements, drive execution, and track impact through clear initiatives and timelines.
10. Ensure processes, scripts, and customer communication standards meet local regulatory requirements and internal policies.
11. Maintain alignment with consumer protection principles, complaint handling expectations, and audit readiness.
12. Monitor performance metrics and initiative results using tools such as Power BI and SQL (or equivalent reporting systems).
13. Communicate outcomes and next steps clearly to stakeholders, including regular updates to the Head of Debt Collection.

1. Experience improving operational processes.
2. Comfortable working with data and dashboards to understand performance and track results (strong Excel skills).
3. Ability to work with different teams and get things done together (Customer Service, Credit/Risk, Product/IT, Legal, and external partners when needed).
4. Strong sense of ownership, with good communication and stakeholder management skills.
5. Willingness to relocate to Nairobi (Kenya).
6. (Nice to Have) Experience with debt collection processes.
7. (Nice to Have) Interest in automation and practical tech improvements (rules-based case allocation, workflow tools, customer communications; curiosity about AI is a plus).
8. (Nice to Have) Working experience with Power BI, SQL, or similar tools.