Collections Team Leader (Customer Performance), Mobility, Job in Kenya

We’re looking for a blend of analytics, collections, team leadership and field operation experience.

You will be based in Nairobi or be able to travel there frequently and you will be eligible for periodic bonuses.

Responsibilities

Design and roll-out analytics dashboards to evaluate portfolio performance and drive actions, and set up automated alerting and data-driven prioritization processes to guide and measure team actions.

Work closely with external stakeholders including police and other law enforcement or legal authorities, third party debt collection and recovery agencies, and boda boda associations.

Clean, interpret, analyze data, and build models using various statistical techniques. 

Build models, analysis, and transformations on internal data to ensure high-quality analysis using either Excel, SQL or R Test and QA code.

Design user-friendly, clear, and impactful presentations of analytic findings.

Supervise and lead customer performance, collections and fleet management team members to grow their capacity, serve customer needs, and hit the company’s objectives.


Develop, review, and implement credit policies on loan recoveries and collections.

Proactively monitor customer repayment performance, delinquency, and customer experience.

Identify and prioritize problematic accounts for interventions as necessary.

Oversee fraud analytics, prevention and mitigation strategies for the portfolio, including monitoring various data sources for early warning signs and pursuing fraud cases as necessary.

Oversee fleet management KPIs and relationships with fleet drivers, including monitoring, analyzing and ensuring adherence to standards for fleet performance, and managing communications with fleet drivers.

Design customer-centric portfolio management practices, repayment standards, flexibility measures, processes and interventions to optimize customer repayment and fleet performance.

Work with customer experience, onboarding, customer care, field maintenance, insurance and other teams in order to ensure customer issues are addressed to optimize performance.

Oversee policies and execution of asset recoveries and returns, including ensuring proper documentation as required by law, budget management, team safety and operations.

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Your application should include;

Evidence of Data Driven problem solving and data analytics expertise

Experience in debt collection and field operations

Experience working closely with external stakeholders

Qualifications

Diploma/Degree preferred, preferably in a field related to Data Analytics, Computer Science, Accounting, Finance, Business or Management, Logistics or related studies

Previous experience in debt collection and field operations required

Previous experience managing fleets or ride hailing platforms preferred

Familiarity with data visualization tools (Looker, PowerBI, Tableau, etc.)

Proficiency in engaging law enforcement authorities and the Kenyan penal code

Advanced Excel proficiency with strong analytical & problem-solving skills

Well-organized verbal and written communication

How To Apply

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