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Head of collections and recovery Jobs In Uganda
Posted by: ugashare-Volunteer
Posted date: 2024-Dec-12
Location: Kampala
Job Summary The Head of Collections and Recovery will play a pivotal role in driving the company's efforts to manage and recover overdue payments from customers while maintaining strong customer relationships. This individual will lead and develop a team of collections professionals, oversee all recovery strategies, and implement best practices. - Minimum Qualification : Bachelors
- Experience Level : Mid level
- Experience Length : 5 years
Job Description/Requirements Key Responsibilities: - Leadership & Strategy:
- Lead and manage the Collections and Recovery department, ensuring alignment with Majibu Africa’s financial goals and customer service standards.
- Develop and implement effective collections strategies to reduce outstanding debt and minimize financial risk.
- Continuously analyze portfolio performance, creating action plans to improve recovery rates and operational efficiency.
- Team Development & Management:
- Recruit, train, and mentor a high-performing team of collections agents, fostering a culture of performance, accountability, and professionalism.
- Set performance targets for the collections team and regularly evaluate progress through KPIs and other metrics.
- Conduct regular team meetings, coaching sessions, and training workshops to enhance skills and ensure adherence to company policies and regulatory standards.
- Collections Operations:
- Oversee and optimize collections workflows, ensuring timely and effective communication with customers through various channels (phone, email, SMS, etc.).
- Develop and implement best practices for collections processes, ensuring consistent and ethical interactions with customers.
- Handle escalated collection cases, negotiating payment arrangements and resolving disputes with customers.
- Financial Management & Reporting:
- Monitor and report on key performance indicators (KPIs) for collections, ensuring targets are met and strategies are refined as needed.
- Collaborate with the Finance and Risk teams to analyze outstanding balances and develop actionable recovery plans.
- Prepare and present regular reports on collections and recovery performance to the executive team.
- Compliance & Risk Management:
- Ensure all collections activities are compliant with local regulations, industry standards, and company policies.
- Stay updated on industry regulations, market trends, and recovery best practices, implementing changes as needed.
- Mitigate risk by closely monitoring delinquent accounts, identifying early signs of default, and taking preemptive action.
- Customer Relations & Communication:
- Balance financial goals with maintaining positive customer relationships, emphasizing empathy and professionalism.
- Develop communication strategies that are clear, respectful, and customer-centric.
- Handle sensitive customer issues and concerns related to payment delays, settlements, or disputes.
Qualifications & Requirements: - Experience:
- Minimum of 5 years of experience in collections, recovery, or related fields, with at least 3 years in a managerial or leadership role.
- Proven track record of successfully managing and improving collections performance.
- Experience in financial services, fintech, or telecommunications industries is a plus.
- Education:
- Bachelor’s degree in Finance, Business Administration, or a related field (MBA or advanced degree is an advantage).
- Skills:
- Strong leadership, team management, and coaching skills.
- Excellent analytical and problem-solving abilities.
- In-depth knowledge of collections management software, CRM tools, and recovery strategies.
- Strong communication and negotiation skills.
- Ability to work effectively under pressure and manage competing priorities.
- Personal Attributes:
- Strategic thinker with the ability to innovate and adapt to changing environments.
- High level of integrity and professionalism.
- Customer-focused, with a commitment to providing exceptional service.
- Results-oriented and driven to meet and exceed targets.
 How to Apply: All applications will be received and Reviewed through Ugashare Portal by Clicking on the 'Apply Here' section
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