Growth & Debt Collections Manager at U-Connect Human Resources Consulting

Location: Ikoyi, Lagos
Industry: Financial Services

Directly Reporting to: CEO

Job Summary
The Growth & Debt Collections Manager is responsible for working with the product team in developing a technology savvy debt collection product while also leveraging industry relationships in the MFB space to sign up lenders on the product.

Job Responsibilities

• Achieving all milestone KPIs below.
• Responsible for attracting, acquiring, onboarding and retaining Lenders on our platform.
• Developing and outlining operational procedures that will guide all collection and disbursement activities on the platform.
• Responsible for developing underwriting processes on the platform
• Responsible for lenders relationship management and Operations.
• Providing strategic insights from various stakeholders needed to improve the quality of CX for both lenders, borrowers, regulators, product team etc.
• Ensuring all necessary stakeholders are informed in a professional manner of changes to the platform.
• Developing/creating processes that ensure the customer (borrowers & lenders) journey is seamless and guarantees a 50% conversion rate of leads generated.
• Resolving all customer and client issues within 24 hours tops and escalating issues beyond your control to your Line Manager immediately they arise.
• Preparing, distributing and maintaining Due Diligence Checklists updating regularly to meet target underwriting goals
• Ordering and obtaining reports and verifications from external parties where necessary
• Monitoring existing portfolios to ensure proper risk ratings and early identification of potential problems.
• Monitoring and supervising ALL operational processes to achieve 100% TAT.
• Carrying out research on new technologies and ensuring 90% uptime on current E channel portal(s).
• Implementation of Key Projects within stipulated time frame.
• Designing, planning and implementing business strategies.
• Re- engineering processes to improve service delivery.
• Ensuring customer experience both internally and externally are in line with service standards.
• Establishing policies and procedures that promote the company’s culture and vision.
• Analysing and interpreting data and metrics.
• Creating reports for the management.
• Taking the lead in expansion activities.
• Maintaining relationships with partners and vendors.

Key Performance Indicators.

• Month 1&2: Sign up at least 12 lenders on our platform and get them to disburse loans on the platforms. A minimum of N10 million disbursed for each lender. Grow the Gross Margin of our platform
• Month 3: Grow the number of lenders to 20 or the loan book to N250 million and get them to disburse loans (minimum of N 10 million naira each) on the platforms
• Special Target: Achieve a target of 50 lenders all disbursing and grow our loan book to N5b by Month 5.
• Ensure a great customer experience that guarantees a 70% retention rate of all borrowers that visit the platform
• Ensure no loss of client or customer due to a bad experience with the business
• Ensure ALL customer/client issues are resolved within 24 hours.
• Ensure average 90% rating and feedback by Lenders completing the lenders experience questionnaire monthly.
• Develop a lenders acquisition growth plan for the next 6 months

Requirements:

• A good degree in any related discipline.
• Master’s degree is an added advantage
• At least 5 years’ experience in debt collection experience in the MFB space. Must have worked in this capacity in the MFB space and hopefully with nano lenders
• Must have experience in the MFB space as a “debt collector” (chasing up individuals to pay their debt). 
• Must have extensive experience in the area of debt collection and must have liaised with banks, helping them in debt collection. 
• Must be comfortable with technology and be able to organize meetings with decision makers in MFBs & banks to sign their companies up on our platform as lenders. 
• Must be able to develop an effective operational process for debt collection and lenders disbursement of loans on the product.