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Head of Collections

Tala Kenya
Nairobi, Kenya

Salary rangeConfidential | Contract type: Permanent

You have 16 days left to apply for this job.

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Job Summary

Tala is seeking an experienced Recoveries leader to help
us lead our growing operational team servicing customers in the East Africa
region. Tala is a world leader in providing direct loans and
financial services in emerging markets. We are a global team with diverse
backgrounds who are singularly focused on using technology, data, and a
customer-centric approach to meet the financial needs of the 2+ billion people
of the emerging global middle class.In this role, you will be responsible for managing on-site
teams responsible for collections operations with direct accountability for
recoveries performance, full cycle personnel management, quality of service,
and budget management. You will be responsible for developing and implementing
collections strategies, including tests, omni-channel collections, account
segmentation, and new technologies. Additionally, you will have direct
responsibility for hiring, performance management, scheduling, and incentive
strategies. Finally, you will be responsible for developing and managing
quality assurance programs, performance reporting, and continuous improvement
projects.Great candidates will have extensive experience leading
collections/recoveries departments, ideally for a lender in the East Africa
region, with strong analytical, organizational development/design, and hands-on
operational management skills. You can and will roll up your sleeves to solve
problems: you have a deep sense of accountability for (and demonstrated
experience delivering) results as well as the success and growth of your teams.
You have experience goal-setting and projecting growth, with a knack for
cascading and communicating quantifiable, aggressive targets to your teams.
Your teams and colleagues would describe you as an excellent communicator and
decision-maker, adept at ensuring a large, varied audience understands issues,
context, tradeoffs between different solutions, and reasons for decisions.Requirements:

  • Minimum 7 years of experience in Collections
    with at least 5 years of management experience above the director level, preferably with a lender
  • Experience managing teams who are servicing
    the East Africa region and deep understanding of regional differences
  • Experience directly hiring and managing
    collectors and supervisory staff
  • Experience developing staffing and budget
    projections and collections compensation and incentive programs
  • Experience communicating with varied
    audiences: junior staff through executive
  • Deep experience assessing and utilizing
    operational and customer data to identify performance gaps, drive improvement,
    highlight opportunities for future growth, and make management decisions
  • Excel, SQL, or other business analytics
    tools experience
  • Comfort with ambiguity, a rapidly changing
    environment, and communicating assumptions & risks of decisions
  • Willingness to travel within region


  1. Manage several collections teams to Recovery
    Rate, Cure Rate, and QA (Quality Assurance) KPIs, with direct accountability
    for results.
  2. Develop a team of supervisors that consistently
    lead teams to beat performance and quality targets using a data-first approach.
  3. Manage hiring, staffing, scheduling,
    payroll, incentives and growth projections, within cost boundaries,
    collaborating closely with support teams (HR, IT, Finance).
  4. Identify, prioritize, and implement
    collections tests and improvement strategies with team of analysts and
  5. Identify root cause of issues impacting
    collections results, communicate tradeoffs/risks for different solutions, and
    lead implementation of improvement programs.
  6. Develop and report on KPI progress as well
    as indicators/inputs impacting performance
  7. Evaluate performance of team members and
    provide guidance regarding development. Ensure your teams have the right
    skills, tools and talents to perform in their roles and develop within the

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 5 years
Required languages: English (Spoken: fluent | Written: fluent)
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