Debt Collection Process Lead

TalentSafari SAS

Job Overview

Location

Nairobi

Job Type

Full-time

Full Job Description

📋 Description

• Design, optimize, and manage end-to-end debt collection workflows for vehicle and device finance in Kenya, covering all delinquency stages from early arrears to severe default.
• Introduce and scale automation in collections operations, including case allocation rules, customer communication workflows, and explore robotics/AI use cases to reduce cost-to-collect and improve efficiency.
• Audit existing collections processes, identify inefficiencies, test improvements, and implement scalable operational changes across internal teams and external BPO/agency partners.
• Create, maintain, and update standard operating procedures (SOPs), playbooks, and training materials to ensure consistent execution and compliance across all collections activities.
• Lead onboarding and continuous training programs for collections agents, customer service teams, and external partners to align with updated processes and communication standards.
• Partner cross-functionally with Credit/Risk, Customer Service, Product/IT, Legal, and third-party vendors to coordinate testing, rollout, and adoption of new strategies, tooling updates, and policy changes.
• Identify operational bottlenecks using customer feedback, agent input, and performance analytics—focusing on issues such as contractability, broken payment-to-pay (PTP) commitments, queue management, and dispute resolution.
• Propose, drive, and track data-backed improvement initiatives with clear timelines, ownership, and measurable KPIs to enhance collections performance and customer experience.
• Ensure all collections processes, scripts, and customer communications comply with Kenyan regulatory requirements, consumer protection laws, and internal governance policies.
• Maintain audit readiness by documenting controls, monitoring compliance, and addressing findings proactively across all collections operations.
• Monitor key performance metrics using Power BI, SQL, or equivalent reporting systems to evaluate initiative impact and inform decision-making.
• Deliver clear, data-driven reporting to the Head of Debt Collection and other stakeholders, outlining outcomes, trends, risks, and recommended next steps.
• Continuously refine collections strategies based on real-time performance data, customer behavior insights, and evolving regulatory expectations.
• Own the end-to-end lifecycle of process improvements—from ideation and testing to implementation and scaling—ensuring alignment with business goals and operational capacity.
• Act as the primary operational liaison between collections teams and technology/product teams to translate process needs into system requirements and feature enhancements.

🎯 Requirements

• Experience in improving operational processes
• Comfortable working with data and dashboards to understand performance and track results (strong Excel skills)
• Ability to work with different teams and get things done together (Customer Service, Credit/Risk, Product/IT, Legal, and external partners when needed)
• Strong sense of ownership, with good communication and stakeholder management skills
• Willingness to relocate to Nairobi (Kenya)
• Experience with debt collection processes (preferred)

🏖️ Benefits

• Results-oriented bonus system
• Housing allowance and periodic flights back to your home country
• Relocation support (flights to Nairobi, visas)
• Health insurance

Skills & Technologies

Senior

Onsite

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TalentSafari SAS

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About TalentSafari SAS

French recruitment agency matching tech talent with startups and scale-ups through curated talent pools, skill assessments and streamlined hiring processes. Offers permanent and freelance placements across software engineering, data, product and design roles. Founded in 2016 and headquartered in Paris, it combines human expertise with AI-driven matching to reduce time-to-hire for fast-growing European companies while providing career coaching and market insights to candidates.

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