Job Purpose/MissionThe Customer Finance Team plays a pivotal role in ensuring the overall success of our largely unbanked customers in completing their loans and getting continued access to clean, reliable energy. The team works cross-functionally with our commercial, customer experience, product development and operations on the ground to ensure that we provide all customers with successful responsible onboarding and offer constant support through adequate monitoring and interventions all the way through the lifetime of our customers' loans.The Collections Manager will be responsible for securing timely repayments through Call Centre Agents, supporting their daily activities, maintaining positive relationships with customers, minimizing, and controlling losses to the loan portfolio through proper management of the assigned accounts in default.ResponsibilitiesMonitoring & Process ManagementTo oversee and assist in the monitoring and analysis of customer accounts for non-payments, delayed payments and other irregularitiesTo ensure the cost of pursuing a customer debt is reasonable through cost / benefit analysisMonitor telephone reports on a weekly basis to ensure contact per day quota is achievedTo monitor appropriate collections activity to ensure customers pay to agreed termsTo monitor the quality of the team's customer calls and develop actions to improve service standardsTo monitor team performance against financial and other targets and alert the line manager of situations that may lead to variance from plansTeam ManagementTo maximise revenue collection and debt recoveryVerify that team members get the appropriate training and apply their knowledge and skills to the jobSupervise and direct the daily activities of contact center collection officersTo ensure that the team deals with all customer complaints in line with the complaints process and adhering to the Code of ConductTo plan and manage the day-to-day workflow and performance of the team ensuring that targets and customer service standards are achieved and maintainedSupervises recoveriesand collection activities which involves training, mentoring, and coordinating of assignments to ensure timely reporting and meeting of deadlines/KPI.To hold regular team meetings to timely and effectively communicate departmental plans and targets, discuss issues and recognise successManage the overdue and support on Welcome call processEnsure all agents adhere to call regulationsEnsure Xdesk and other working tools are working well or else escalating issues arisingEnsure the team is capturing the right informationReportingParticipation in collection analysis functions and various other credit related dutiesEnsure Collections and Recoveries monthly reports are prepared and where necessary appropriately distributedIdentify and report any incident that may affect operational resultsAssist in ad-hoc credit/collections related exercises as requiredAnalyzing the effectiveness of collection activities and recommending alternative courses of action to gain optimum resultsReview daily reports relating to area of responsibility, taking corrective action required to obtain objectivesIdentify the negative trends and notify them to the manager of the Credit Recovery Center, enclosing the proposed solutions to mitigate themCalculate commission for each field agent and request Field commissions to Finance after approval from manager and ensure payments are done in a timely mannerExperience:5 years' Experience in portfolio management/microfinance or its equivalent with a focus on loan collections and recovery.Experience in team Management.High Level of familiarity with typical income, expenditure and cashflow patterns of rural and per -urban households and micro-enterprises in assigned portfolio, including farmers, animal breeders, business owners and employees.Professional experience in traditional bottom of the pyramid (BoP) lending techniques preferably in microfinance sectorStrong customer Negotiation skills.Knowledge about market and business risks associated with typical Mysol customersQualifications:Bachelor's degree in business or related fieldPortfolio management certificate will be an added advantageLanguage(s):EnglishKiswahiliTechnology:Computer literacy, particularly good working knowledge of Microsoft Excel and power-point
