Field Collections Manager at d.light

Position Description: 

The Field Collections Manager is responsible for drafting and executing of field debt recovery & collections strategy for the OpCo. The role will focus on driving the achievement of field collection KPIs, through close collaboration with the other OpCo HoDs – Country Head of Sales, Head of Operations and Head of CX particularly – in the implementation/adoption of field collection strategies. The overall aim is to drive an increase in customer collections in the field and early repayments of PAYGO products.

Roles & Responsibilities 

• Define and execute the field collections strategy for efficient field debt recovery or repossession of products from delinquent customers.
• Define the field collection or repossession approach for different customer segments, with different payment capabilities and delinquency stages, as well as customers with different products or days on book.
• Closely work with the Sales team to build an efficient field collection structure to ensure efficient collection or repossession from delinquent customers.
• Support development and adoption of field collections analytics and KPIs. Ensure regular monitoring and reporting to key stakeholders via daily, weekly, and monthly field collection metrics. 
• Continued engagement & training of the team on the most up-to-date worktools for the department, particularly the Collections Officers (CO) App. 
• Onboarding and management of collections Agencies to improve collections from written off or heavily delinquent customers across the country.
• Guide and support the development of different field collections experiments to increase amounts collected from delinquent customers
• Support driving collections campaigns in the field.
• Identify potential customer pain points impacting collections and propose effective solutions for adoption to achieve field collections and repossession targets
• Timely escalation of voice of the customer, fraudulent activities, or other pain points to the relevant stakeholders for immediate resolution

Desired Skills and Experience

• Degree in Business related subject and/or equivalent work experience
• Minimum of 3 – 5 years direct experience managing collection teams and collaborating with key functions (Global Credit, Marketing, Finance, Operations, Customer Experience, Technology),
• Preferably from a Microfinance background and with exceptional stakeholder’s management skills.
• Demonstrated negotiation and monitoring skills in managing 3rd party vendors or service providers.
• Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality,
• Excellent communication, analytical, problem-solving, and decision-making skills. 
• Excellent organizational and time-management skills.
• Passion for social enterprise, development of people, and environmental benefits.