• Recruit, Lead, coach, and hold the collections team accountable for individual and collective PAR targets, fostering a culture of empathy, professionalism, and results — in line with the tenant-centred principles of the Affordable Housing Act, 2024.
  
• Monitor payment behaviour patterns across the portfolio to proactively identify tenants showing early signs of financial stress, maintain a live watchlist with documented risk profiles, and initiate preventive engagement before formal delinquency is recorded.
  
• Lead the team in reviewing accounts entering early arrears (bucket 1), ensuring structured outreach is initiated within 24–48 hours of a missed payment, and that every account has a clearly documented action plan and agreed repayment commitment by day 30.
  
• Manage 31–90-day accounts through structured tenant engagement clinics, negotiating and formalising repayment arrangements or restructuring agreements in compliance with internal credit policy and the Affordable Housing (Tenant Purchase Scheme) Regulations — ensuring all agreements are documented and properly approved.
  
• Develop and implement a clearly defined, approved recovery or exit strategy for every non-performing account, coordinating with external stakeholders — including the Affordable Housing Board, auctioneers, and legal counsel — and ensuring all actions are executed in compliance with the Affordable Housing Act, 2024 and applicable tenant protection laws.
  
• Maintain real-time oversight of the entire TPS portfolio across all delinquency buckets, using analytics dashboards to surface risk indicators, track bucket migration, identify emerging credit stress, and produce accurate daily, weekly, and monthly collection reports that inform timely management decisions.
  
• Build and maintain productive relationships with internal and external stakeholders — including the Affordable Housing Board, county housing authorities, legal advisors, and regulatory bodies — ensuring all collections activities are conducted in full compliance with the Affordable Housing Act, 2024, the Data Protection Act, 2019, and CBK prudential guidelines on credit risk management.
  

Principal Outcomes for this Role



• Healthy TPS Portfolio — PAR levels consistently within approved thresholds across all delinquency buckets.
  
• Documented Recovery Strategies — every delinquent account with a current, approved action plan on file.
  
• Accurate Collections Reports — error-free daily, weekly, and monthly portfolio performance reports delivered on time.
  
• High-Performing Collections Team — officers meeting individual targets, compliant with policy, and continuously developed.
  
• Regularised Tenant Accounts — delinquent accounts restored to performing status through structured engagement and approved repayment arrangements.