Debt Collection Process Lead

What you will do:

• We are looking for a data-driven and hands-on Debt Collection Process Lead to design, optimize, and manage end-to-end collections workflows for vehicle and device finance in Kenya.
• In this role, you will lead initiatives that strengthen the customer repayment experience while ensuring collections operations remain efficient, compliant, and scalable. On a day-to-day basis, you will work closely with the Head of Debt Collection and partner teams across Credit/Risk, Customer Service, Product/IT, and Legal to turn data insights into operational improvements.
• This is a high-impact role for someone who is proactive, structured, and takes full ownership.

Key Roles and Responsibilities

Process design & optimization

• Design and continuously improve consumer collections processes across all delinquency stages
• Introduce and scale automation (case allocation rules, workflows, customer communications) and explore robotics/AI use cases to improve efficiency and cost-to-collect.
• Audit current workflows, improve them end-to-end (test and implement changes), and design new processes where needed.

Documentation & training

• Create and maintain SOPs, playbooks, and training materials to ensure consistent execution across internal teams and external partners (if applicable).
• Support onboarding and continuous training for collections agents and related stakeholders.

Cross-functional delivery

• Partner with Customer Service, Credit/Risk, Product/IT, Legal, and any BPO/agency partners to implement data-driven collections improvements.
• Coordinate testing and rollouts of new strategies, communications, tooling changes, and policy updates.

Continuous improvement

• Use customer feedback, agent input, and performance analytics to identify bottlenecks (e.g., contractability, broken PTP, queue management, dispute handling).
• Propose improvements, drive execution, and track impact through clear initiatives and timelines.

Compliance & governance

• Ensure processes, scripts, and customer communication standards meet local regulatory requirements and internal policies.
• Maintain alignment with consumer protection principles, complaint handling expectations, and audit readiness.

Performance measurement & reporting

• Monitor performance metrics and initiative results using tools such as Power BI and SQL (or equivalent reporting systems).
• Communicate outcomes and next steps clearly to stakeholders, including regular updates to the Head of Debt Collection.

What you will need:

• Experience improving operational processes
• Comfortable working with data and dashboards to understand performance and track results (strong Excel skills).
• Ability to work with different teams and get things done together (Customer Service, Credit/Risk, Product/IT, Legal, and external partners when needed).
• Strong sense of ownership, with good communication and stakeholder management skills.
• Willingness to relocate to Nairobi (Kenya).

Nice to Have

• Experience with debt collection processes.
• Interest in automation and practical tech improvements (rules-based case allocation, workflow tools, customer communications; curiosity about AI is a plus).
• Working experience with Power BI, SQL, or similar tools.

Benefits & Why Join Us

• Multicultural and professional team dynamic.
• Results-oriented bonus system.
• Housing allowance and periodic flights back to home country.
• Relocation support (flights to Nairobi, visas).
• Health insurance.