We are seeking an experienced and dynamic credit & collections expert to lead the execution of our repayment strategy in Zambia. In this pivotal role, you’ll lead tele-collections, field collections, insurance, and quality assurance teams, driving innovative strategies to achieve repayment targets and improve operational efficiency. You’ll be at the forefront of building a high-performing culture, inspiring teams to achieve excellence, and continuously pushing boundaries to optimize our repayment operations. If you’re a visionary leader with a passion for strategy, data-driven insights, and making an impact, this is the role for you!
Responsibilities:
Develop and Execute Repayment Strategies: Work closely with the Credit Leadership team to define, develop, and implement effective repayment strategies that align with the company’s objectives, ensuring a seamless and efficient repayment process.
Build a High Performing Repayments Team: Lead the recruitment, onboarding, and ongoing training of team members, fostering a high-performance culture that motivates staff to achieve repayment and cost targets consistently.
Manage Tele-Collections, Field Collections, Insurance, and QA Teams: Oversee the day-to-day operations of the tele-collections, field collections, insurance, and quality assurance teams, ensuring they are equipped with the tools and resources needed to meet objectives and deliver optimal results.
Track Team Performance & Provide Feedback: Monitor individual and team performance regularly, offering constructive feedback, coaching, and mentorship to help staff grow and improve in their roles, while recognizing achievements and areas of success.
Use Data-Driven Insights to Optimize Processes: Analyze data and performance metrics to identify trends, inefficiencies, and opportunities for improvement. Implement data-driven strategies and adjustments to enhance the repayment process and drive better outcomes.
Ensure Compliance with Policies and Regulations: Ensure that all repayment activities adhere to company policies, industry regulations, and best practices, maintaining the highest standards of compliance and quality across all teams
Identify and Mitigate Repayment Risks: Proactively identify potential risks within the repayment process and implement strategies to minimize exposure. Collaborate with relevant stakeholders to address issues, ensuring the repayment journey remains smooth and effective.
Requirements:
Bachelor’s degree from a recognized institution, preferably in Business, Finance, Economics, or a related field
5-8 years of experience in repayment operations, collections, or a related field
Proven ability to lead, motivate, and develop high-performing teams
Ability to define and execute repayment strategies in alignment with business goals
Strong analytical skills to interpret data, generate insights, and drive decision-making
Excellent verbal and written communication skills
Knowledge of budgeting, cost management, and financial targets
Familiarity with compliance regulations and experience in identifying and mitigating risks
Ability to thrive in a fast-paced environment and adjust strategies as needed
Customer-centric mindset
SQL knowledge is an added advantage
