Portfolio Strategy Manager at Carbon Nigeria

We seek a Portfolio Strategy Manager to oversee Collections & Recovery activities. You will be accountable for the design & implementation of short, medium, and long-term plans to ensure that Collections and Recoveries activities meet customer needs & regulatory requirements, as well as achievement of the agreed business objectives with a strong awareness and focus on Risk and Regulation including Conduct Risk Framework.  This position works with at least three additional departments while reporting directly to the MD.

70% of the work is analytical, focusing on researching customer journeys, generating insights from our vast data warehouse, and performing A/B tests to optimize key target metrics.  The ideal candidate will have significant experience working with data, and running multiple experiments. You must be familiar with standard analytical tools such as SQL, Tableau, and other data analysis/visualization software. will also be responsible for maximizing the effectiveness and efficiency of the people, systems, outsourced partners, balances, and processes that they have control over.

Responsibilities:

• Develop and manage the collections policy, process, and procedures to ensure we are building a best-in-class approach to collections and recovery.
• Lead, manage, and coach the collections and recoveries team to drive and optimize performance against agreed business objectives.
• Manage the inbound and outbound collections contact strategy, as well as ensure the contact quality meets the required standards.
• Manage 3rd party relationships to support recovery activities and collaborate closely with Customer Support, Credit Risk, Product, Legal, Finance, and Operations team.
• Generate A/B tests to evaluate hypotheses garnered from research
• Continually identify ways to improve collections activities and follow through to implementation.
• Establish and develop team and individual goals and KPIs that support the overall business objectives and Prepare weekly and monthly performance reports.
• Devise alternate and out-of-the-box strategies to maximize recoveries, such as securitizations, debt sales, or loan forgiveness programs.

• Ensuring an effective and value-adding end-to-end operating model and associated processes and policies – driving optimal bad debt performance, balanced with a customer-centric experience – including the introduction & integration of self-serve, automated & digital solutions which enhance the customer journey & experience as well as driving business efficiency.
• Drive the performance management framework of the collections and recovery teams, ensuring appropriate incentives, training & development, and performance improvement plans are implemented and monitored;
• Evaluate and review NPL and Roll Rate reports and initiate and/or make recommendations for remedial action as required with collectors.
• Ensure that management is informed immediately of any challenges, system problems, or customer difficulties that may be experienced in Credit & Collections daily.
• Strictly adhere to all company policies, procedures, and practices as updated from time to time.

Requirements:

• A Bachelor's degree or its equivalent.
• Experience working within a Financial Services Company preferably Lending or a similar environment in a similar role.
• Must have at least 5 years of experience working with data.
• Strong commercial awareness, and experience in managing projects, and leading teams in a customer-focused environment.
• Strong Problem Solving  and Quantitative analysis skills
• Experience in implementing new technologies in a service environment, including CRMs, workflow tools, and dialer/contact center solutions to improve productivity.
• Well-developed oral and written communication skills adjusting and applying these to suit the situation and audience. This includes succinctly articulating potentially complex situations in a manner that can be readily understood.
• Exceptional use of analytical and data visualization tools.

Recruitment process

• Interview  with the  People team
• Case Study ( Assessment)
• Interview

Benefits:

• A great and upbeat work environment populated by a multinational team.
• Potential to work in different geographies.
• Health Insurance.
• Life Insurance
• Career development & Growth.
• Offer a remote working option.