Head of Collections & Customer Debt Management Job in Kenya

 Job Title: Head of Collections & Customer Debt Management

Hiring Organization: HFC Limited
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Banking and Property Finance
Job Type: Full Time
Salary: KES Competitive
Date Posted: 03/19/2024

HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Credit Department. We are seeking a talented, dynamic, self-driven, and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.

The Head of Collections and Customer Debt Management is responsible for overseeing and managing all aspects of our collections and debt recovery processes. The role holder plays a pivotal role in safeguarding the bank’s financial interests by ensuring efficient and effective debt recovery strategies while maintaining positive customer relationships. In addition, the individual provides overall leadership over the identification, measurement, monitoring and control over the risks undertaken by the Bank and ensure Compliance with all major statutory and regulatory requirements.

Principle Accountabilities

Prepare and implement Collections and Debt Management strategies and plans to turn around Non-Performing Loans in HFC based on Strong negotiations and restructures. These strategies and plans should clearly delineate the objectives and goals of the department in line with the existing Bank wide strategic goals on NPL’s.

Reporting Compilation.

Coordinate accurate compilation and timely submission of periodic reports by Collections and Debt Management department to HFC’s Senior Management, Board of Directors, the Central Bank of Kenya and where appropriate external rating agencies; including: –

Audit schedules for External Audit and CBK Inspection

Manage Credit Reference Bureau End to End Process, Issuing and filing of Pre and Post listing notices.

Prepare annual or Interim Action Plans for administration of non-performing loans managed by the debt management department.

Exercise Delegated Authority discretion relating to Management of Delinquent and Non-Performing Loans.

Proactively manage the Non-performing loan portfolio by employing a variety of intensive Remedial management and loan work-out techniques to improve credit quality, maximize recoveries and or reduce provisions and ultimate losses and costs to the Bank.

Efficient Team Management. Manage, mentor, motivate and coach Collections and Debt Management staff to ensure continuous achievement of set objectives.

Evaluates, negotiates, recommends, implements and monitors work out and recovery strategies approved by the MLC, including legal action, debt settlements and disposal at the best realizable values through private sale, pubic auction and secondary market trades.

Ensure proper documentation of all follow up strategies adopted and agreed with debtors ensuring continuous monitoring and tracking.

Work closely with Business Units providing feedback pointing out red flags and weaknesses as well as providing prompt and clear strategies to the weaknesses to reduce or eliminate cases of default.

Work in liaison with Legal Services Department in coming up with options that are in compliance with applicable laws, guidelines and regulations to avoid adverse publicity and possible litigation.

Customer Service Management by assisting customers retain their credit relation by encouraging debt redemption and settlement.

Performance Management: Monitor key performance indicators (KPIs) related to collections and debt recovery activities. Prepare regular reports and presentations for senior management, highlighting performance trends, challenges, and opportunities.

Working in liaison with Portfolio Management and Financial Accounting to ensure NPL provisions adhere to IFRS 9 Standards, CBK Prudential Guidelines and Credit Policy.

Ensure effective and efficient Key Stakeholder Management such as Operations, Customer Experience, Marketing, ICT, Legal, Audit and Business teams.

Service Providers Performance Tracking. Liaise with and track performance of Service Providers in the Foreclosure Process particularly; Valuers, Auctioneers, Lawyers, External Debt Collectors, Investigators, Property Managers and Receiver Managers.

Manage Realization costs to Service Providers and inculcate culture of high integrity when dealing with External Service Providers.

Adherence to Money Laundering and Fraud Prevention Procedures by identifying suspicious activities and reporting to respective Fraud/Money Laundering Prevention Unit.

Participate as appropriate in management forum for departmental managers.

Key Competencies and Skills

Knowledge of the provisions of the Bank’s Credit Policy and Lending Manuals.

Analytical skills with experience and exposure to cash flow modelling and present value analysis

Knowledge of relevant regulations i.e. Land Act 2012, Banking Act, CBK Prudential guidelines, CRB Regulation 2013, Auctioneers Act, insolvency law, bankruptcy and litigation procedures etc.

Asset evaluation techniques and syndicated credits.

Excellent advanced spreadsheet knowledge and good skills in other MS applications.

Excellent communication and interpersonal skills, with the ability to interact effectively with internal and external stakeholders at all levels.

Negotiation skills

High emotional intelligence

Excellent leadership and team management skills

Adaptability and Resilience

Process orientation

Strategic orientation

Minimum Qualifications, Knowledge and Experience

Bachelor’s degree in finance, business administration, or a related field. Master’s degree preferred.

Professional certifications in credit management or debt recovery will be an added advantage.

At least 7 years of experience in collections and debt management within the banking or financial services industry, with a proven track record of success.

Well-developed credit/ workout skills including an understanding of the major risk factors that impact on Non-Performing Loans in today’s changing financial and economic environment.

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