Credit Operations and Collections Manager at Koolboks

Job Summary

• The Credit Operations and Collections Manager will oversee the entire credit lifecycle — from approval and disbursement to repayment and recovery — ensuring operational excellence, financial accuracy, and compliance at every stage. This role requires a strong process manager who can harmonize workflows across departments, drive repayment performance, manage collections and recoveries, and maintain data integrity within Koolboks’ credit operations framework.

Key Responsibilities

Credit Workflow Harmonization

• Map and monitor the full credit journey: approval → delivery → installation → activation → repayment.
• Coordinate with Sales, Logistics, Installations, and Customer Support teams to resolve process bottlenecks.
• Develop and implement Standard Operating Procedures (SOPs) for interdepartmental handoffs (e.g., installation timing, device locking, default flagging).

Repayment Execution & Monitoring

• Set up, track, and reconcile repayments through various channels (direct debits, POS collections, USSD, and wallet payments).
• Ensure all payment platforms are seamlessly integrated with backend systems (CRM and finance tools).
• Oversee automation of payment reminders, escalation triggers, and device blocking workflows.

Collections & Recovery Oversight

• Monitor daily aging reports and drive proactive collections and field recovery efforts.
• Define and manage escalation tiers: SMS → call → device lock → field visit → repossession.
• Liaise with external debt recovery agents or partners to enhance collection efficiency.

Reconciliation & Financial Reporting

• Work with the Finance team to reconcile repayment inflows with scheduled credit repayments.
• Identify, flag, and resolve anomalies such as overpayments, failed transactions, or missed deductions.
• Ensure financial books accurately reflect collections, provisions, and write-offs.

Risk & Compliance Management

• Implement internal controls across credit operations (e.g., no disbursement without full KYC verification).
• Conduct periodic audits of customer files, repayment logs, and device activity.
• Collaborate with Legal and Compliance teams on escalated cases or disputes.

Cross-Functional Performance Alignment

• Lead weekly “Credit Sync” meetings with Finance, Credit, Field Operations, and Telesales teams.
• Drive adoption of automation tools, CRM workflows, and performance dashboards.
• Maintain a clean, auditable trail across the entire repayment and recovery process.
• Perform other duties as assigned to support the growth and development of Koolboks.

Qualifications & Skills

• Bachelor’s degree in Finance, Business Administration, Accounting, or a related field
• Minimum of 3-5 years of experience in credit operations, consumer lending, or financial services.
• Proven track record in credit collections, process management, and repayment monitoring.
• Strong analytical and problem-solving abilities with attention to detail.
• Proficiency in CRM and financial management software (e.g., Salesforce, Zoho, QuickBooks, or similar).
• Excellent communication, leadership, and stakeholder management skills.
• High integrity, accountability, and commitment to operational excellence.