• Collections Performance • Ensure that the current team, consisting of 6-10 officers is adequately performing against targets, and prioritize support in a timely manner. • Ensure consistent delivery against the 30 DPD collections KPI. • Track and analyze performance metrics daily, weekly, and monthly to maintain progress. • Oversee accurate recording of payment plans in the system and ensure diligent follow-up. • Review disposition reports to confirm that collection efforts and next steps are properly documented. • Implement and oversee performance management processes that align with company objectives. • Meet your own collections target while supporting the team to achieve theirs. • Manage team resourcing and leave schedules to maintain sufficient coverage. • Step in to support officers on leave by handling their SOP lists and following up on client payment plans. • Team management • Support recruitment, training, and onboarding of new hires and direct reports. • Conduct regular coaching, monthly one-on-one check-ins, feedback sessions, and group training sessions. • Lead weekly team meetings to review progress and address challenges. • Ensure daily SOP lists are fully actioned before the end of each day. • Monitor call activity and ensure officers achieve the standard unique client’s target. • Develop tactical solutions for managing intentional defaulters and escalate cases to CBAs where necessary. • Gain a solid understanding of CBA operations, including targets, SOPs, tools, field planning, and EDCs, as you will be required to provide relief support to the ACTL–Field Collections during their leave. • Cross functional support • Work with the Product team on experiments to enhance service quality and improve CRO/Collections efficiency. • Share team insights and co-lead development of tools, processes, and reporting systems in collaboration with other departments. • Take ownership of additional team initiatives as directed by credit management. • Credit enhancement-identify opportunities that will improve the credit process and reduce credit risk • Comply with regulatory requirements.

• You believe in the power of small business growth to drive community development and help small business owners achieve their dreams. • You have high integrity and a commitment to providing excellent customer experience, even in collections • A strong people leader who inspires, trains, and coaches’ individuals to achieve outstanding performance. • Process-oriented with the ability to design solutions that improve efficiency and scalability. • Ambitious and results-driven, always striving to exceed expectations. • A proactive self-starter, comfortable in a dynamic, fast-paced, start-up environment. • Humble, approachable, and an active listener who fosters open communication. • Dedicated to continuous learning and committed to cultivating a learning culture within your team. • Prior experience in collections of 5+ yrs and managing teams in high-growth environments is essential. • Bachelor’s degree in Microfinance, Economics, Business Administration, Commerce, or a related field. • People manager with strong leadership skills of 2-3 years. • Proficiency with digital tools such as Google Drive, Google Sheets, and Google Docs. • Excellent organizational skills and attention to detail. • Strong interpersonal skills with high emotional intelligence and empathy.