Job Purpose: 

• This role is responsible for leading and driving all collection activities for accounts in early arrears, ensuring operational excellence within the Credit Collections Unit. This role enforces strict adherence to the Bank’s core values, policies, and procedures, cultivating a high-performance and compliant work environment. The Head of Collections fosters team cohesion and forges strong cross-functional partnerships with other Units and Departments, making efforts to consistently deliver on strategic business objectives.

Key Accountabilities

• Direct and oversee the Credit Collections Unit operations to ensure flawless execution and proactively eliminate overlooked delinquent accounts.
• Design and execute targeted collection strategies that maximize debt recovery while minimizing financial losses.
• Analyze and report collection performance metrics, trends, and challenges, delivering actionable insights to senior management.
• Establish and maintain robust credit policies and procedures to ensure consistent, effective Unit operations.
• Negotiate payment plans and settlements with clients and partners to optimize recovery outcomes.
• Collaborate cross-functionally to resolve billing disputes, improve customer service, and align collection efforts with overall business objectives.
• Monitor and enforce strict compliance with policies, procedures, and regulatory standards through continuous audit of employee-customer interactions.
• Lead recruitment, training, and performance evaluations in partnership with Human Resources to sustain optimal staffing aligned with workload demands.
• Uphold high standards of accountability and professionalism within the Unit.
• Develop and implement structured work schedules to maximize staff productivity and resource efficiency.

Qualifications

Qualifications & Experience

• Bachelor's Degree in a Business-Related Field such as a Bachelor of Commerce (B. Com), Finance, Accounting, Economics from a recognized institution of higher learning.
• Minimum of 12 years’ experience in the banking sector, five (5) of which must be in Credit Management at senior level.
• Master of Business Administration (MBA), with specialization in Finance or Strategic Management is an added advantage.KASNEB Certified Credit Professional (CCP) qualification.
• CPA (K) - Certified Public Accountant (Kenya)
• ACIB/AKIB - Associate of the Chartered Institute of Bankers/Associate of the Kenya Institute of Bankers · Certification in Debt Recovery/Collections Management
• Proven experience in a senior collections role, preferably in a similar industry.
• Key Competencies & Skills
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• High-Impact Portfolio Management: Ability to interpret and act on collections data and financial analysis to strategically manage loan classifications, mitigate portfolio risks, and drive maximum recoveries of loans in arrears.
• Credit Structure & Compliance Authority: Possess in-depth knowledge of the credit structure and business framework, ensuring full compliance with financial regulations and debt recovery processes in all collection activities.
• Proactive Risk Mitigation: Ability to strategically assess and understand the unique risks and challenges associated with various financial products per sector to implement effective, preemptive recovery strategies.
• Exceptional Negotiation and Resolution: Ability to utilize negotiation skills to secure payment commitments, resolve complex disputes, and consistently achieve mutually beneficial collection outcomes.
• Assertive and Persuasive Communication: Effective communication and active listening skills to assertively guide debtor interactions, maintain professionalism, and secure timely arrears resolution. 
• Autonomous High-Pressure Execution: Proven ability to consistently execute complex duties and responsibilities, operating effectively and autonomously under pressure without the need for constant supervision.
• Analytical Collections Strategist: Ability to apply excellent analytical skills and an analytical mindset to diagnose payment blockages, forecast collection performance, and refine operational recovery strategies.
• Results-Focused Accountability: Strong sense of accountability and proven commitment to delivering assigned outcomes, ensuring all duties contribute directly to organizational financial health.
• Leadership and Team Synergy: Excellent leadership and team management, fostering a cohesive and high-performing collections environment capable of sustained teamwork even in high-pressure situations.
• Process and Duty Mastery: Ability to execute all collection duties with demonstrated proficiency, ensuring that all due processes for collecting arrears are followed meticulously across various loan categories