Credit Operations & Recoveries Lead- Consultant

The Credit Operations & Recoveries Lead Consultant will be responsible for leading and executing collections strategies across Kenya and Uganda portfolios. This role requires close collaboration with Data, Credit, Product, Finance, and Uganda teams to drive high recovery rates, maintain strong portfolio quality, and ensure compliance with regulatory requirements.

Success Profile

• The ideal candidate is highly execution-driven, detail-oriented, and able to balance strategy with hands-on operational leadership. They should be comfortable working in a fast-paced environment and passionate about driving portfolio performance through innovation, data, and team empowerment.
  

Credit Process Development

• Improve, standardize, and document all credit and collections processes to ensure consistency, transparency, and accessibility.
  
• Implement recommendations from gap analysis to enhance portfolio quality.
  
• Provide structured feedback to Product, Tech, and Data teams to improve processes, customer experience, and repayment behavior.
  
• Ensure full compliance with CBK regulations (under DCP license) and data protection laws.
  
• Review and refine collections dashboards to improve usability and effectiveness.
  
• Ensure alignment of collections operations with internal credit policies and regulatory requirements.
  

Strategy & Portfolio Performance

• Design and implement effective, data-driven collections strategies aligned with portfolio goals.
  
• Participate in Credit Committee meetings, providing insights and strategic recommendations.
  
• Deliver weekly performance insights to support portfolio health and early risk detection.
  
• Contribute to board presentations, highlighting performance and strategy.
  

Capacity Building & Team Leadership

• Develop training materials and continuously upskill the credit and collections teams.
  
• Work closely with the Collections Team Lead to monitor and improve productivity.
  
• Recommend and implement tools to automate processes and improve efficiency.
  
• Design and implement incentive and commission structures to drive performance.
  
• Ensure strategic allocation of accounts based on collector strengths.
  
• Conduct weekly 1:1 performance reviews with team leads.
  

External Debt Collector (EDC) Management

• Conduct regular audits of EDC performance in Kenya and guide replication in Uganda.
  
• Establish clear workflows, communication channels, and accountability metrics for EDCs.
  
• Monitor EDC performance weekly and drive continuous improvement.
  

Uganda Market Support

• Hold weekly performance and strategy reviews with Uganda stakeholders.
  
• Support decision-making and escalate key risks to the Credit Committee.
  
• Monitor and report on Uganda portfolio health and recovery performance.
  

Cross-Department Collaboration

• Finance: Collaborate on risk identification and recovery planning.
  
• Uganda Team: Address productivity challenges and ensure role clarity.
  
• Data Team: Drive data experiments, track outcomes, and translate insights into action.
  

Reporting & Analytics

• Prepare and submit weekly reports on collections and portfolio performance.
  
• Track and ensure completion of action items from management discussions.
  
• Share performance insights and recognize top-performing team members.