Duties and Responsibilities

Portfolio Strategy, Lifecycle & Investor Risk Management

• Own the end-to-end credit lifecycle, from credit assessment and onboarding to repayment, collections, and recovery, ensuring strict adherence to company policies and investor standards.
  
• Serve as the internal owner of the portfolio strategy, fostering alignment across commercial, CX, finance, and strategy teams to balance portfolio growth with credit quality.
  
• Establish, refine, and implement credit risk management frameworks, including credit scoring, approval protocols, limits, and collections standards.
  
• Lead data-driven reporting and proactive mitigation of risks to investor returns.
  
• Develop and continuously improve delinquency and repayment models, identifying early warning signs and trends that inform business decisions.
  
• Translate credit insights into operational adjustments, new pay plan structures, or product and sales process refinements that enhance repayment outcomes.
  

Portfolio Health Monitoring & Interventions

• Continuously monitor the credit health of country portfolios, identifying underperforming markets, sales agents, or customer segments.
  
• Lead targeted portfolio interventions — including repayment campaigns, training, restructuring, or process audits — to boost collection rates and reduce delinquency.
  
• Drive continuous improvement in portfolio management, reducing write-offs and optimizing debt recovery in alignment with commercial and finance targets.
  
• Partner with regional and country teams to ensure consistent performance discipline and accountability.
  

Risk Analysis & Mitigation

• Conduct detailed analysis of credit performance to identify risks related to creditworthiness, repayment behavior, and macroeconomic factors affecting customers’ ability to pay.
  
• Develop and maintain portfolio risk dashboards (e.g., PAR, default, ECL) to inform management and investor reporting.
  
• Recommend and implement risk mitigation strategies, such as improved customer vetting, data verification, and enhanced pay plan designs.
  

Debt Recovery & Collection Strategies

• Design and execute comprehensive recovery and collections frameworks that minimize delinquency and optimize repayment efficiency.
  
• Manage both call center and field-based collection operations, including repossessions, settlements, and customer win-back initiatives.
  
• Create segmented collection strategies tailored to customer demographics and payment behavior, balancing empathy and enforcement.
  
• Ensure standardized Policies, SOPs, scripts, and incentive systems that support responsible yet effective collections.
  

Field Audit & Sales Quality Control

• Lead a team of field auditors to verify customer authenticity, sales quality, and compliance with credit processes.
  
• Implement post-sale audits and customer revisits to detect fraudulent or poor-quality sales and recommend corrective actions.
  
• Collaborate with Commercial and CX teams to close the loop on sales and service issues impacting repayment behavior.
  

Analytics, Insights & CX Alignment

• Manage a team of credit and data analysts to generate actionable insights on repayment trends, delinquency patterns, and customer risk profiles.
  
• Work closely with cross functional teams to ensure operational or product issues linked to repayment are quickly resolved.
  
• Use data analytics tools (Power BI, SQL, Excel) to enhance visibility and data-driven decision making across the organization.
  

Stakeholder Management & Reporting

• Provide regular, data-backed updates to senior leadership, investors, and the Board on portfolio health, delinquency risk, and recovery progress.
  
• Build strong collaboration with Finance, Sales, and Commercial teams to ensure operational alignment.
  
• Lead quarterly portfolio reviews with country and regional leadership teams to assess credit quality, repayment progress, and intervention outcomes.
  

Team Leadership & Culture Building

• Lead and mentor a multidisciplinary team spanning CX, collections, auditors, and analysts, fostering accountability and ownership.
  
• Set clear performance targets for repayment, delinquency reduction, and recovery efficiency.
  
• Build a culture of integrity, precision, and proactive problem-solving within the credit organization.