Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.
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The Collections Lead is the guardian of our portfolio’s health. At Moniepoint, we’re driven by mastery and the desire to see businesses succeed. This role ensures that our financial ecosystem remains stable by driving high-performance recovery strategies.
You’ll lead a team of agents, turning data into action. It’s not just about recovering funds; it’s about managing relationships and ensuring that we come through for the business with innovative, factual, and effective recovery solutions.
Key Responsibilities
Lead with Mastery: Manage and coach a team of collection agents to hit daily and monthly targets. You aren't just a supervisor; you’re a mentor helping them master the art of negotiation.
Portfolio Health: Keep a close eye on your assigned loan buckets. You'll track roll rates, cure rates, and liquidation performance to stop portfolio decay before it starts.
Data-Driven Execution: Monitor the numbers that matter—RPC, contact rates, AHT, and productivity per agent. When you see a gap, you fix it immediately with a clear, factual plan.
Optimization: Oversee skip tracing and field recovery alignment. You’ll ensure we’re using the right tools to reach the right people at the right time.
Quality & Coaching: Conduct regular call audits and coaching sessions. We speak to our customers like humans, and you’ll ensure your team remains professional, relatable, and effective.
Compliance & Governance: Ensure every interaction is documented accurately and follows both regulatory rules and our internal "human-first" principles.
Strategic Escalation: Identify high-risk accounts and recommend the best path forward—whether it’s intensive follow-up or field recovery—ensuring our resources are always where they're needed most.
Qualifications
5+ years of experience in collections, with at least 3 years leading a team.
A proven track record of hitting targets in high-volume outbound dialler environments.
Deep experience in monitoring loan performance (NPL levels, roll rates, and cure rates).
Practical experience with skip tracing and account escalation strategies.
Experience managing third-party debt collection agencies is a plus.
About You
You’re a Hero for the Portfolio: You have the grit to take it one step at a time, driving momentum through continuous improvement.
You Value Clarity: You don’t hide behind technical jargon. You communicate clearly and honestly with your team and stakeholders.
You’re a Systems Thinker: You enjoy connecting the dots between agent behavior and portfolio performance.
You Build for Scale: You’re motivated by creating processes that work today but are ready for where Moniepoint is going tomorrow.
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