Collections Team Lead

Digital Lender seeks an outstanding Collections Team Lead

Who we are

We are a credit company backed by one of Africa’s largest Banking Groups, with a goal to build Africa’s largest consumer and SME lender. By staying true to our values of empathy, curiosity and excellence, we will build the most accessible, convenient, digital credit solutions on the continent. We take our mission and our user’s challenges extremely seriously and are seeking brilliant, innovative, self-starters to join us on our journey.

We are the place for you, if

You are uncompromising in searching for the best way to get things done. You can balance a healthy respect for rules with creative, high-impact ways to out-perform the status-quo. You have deep experience in connecting strong teamwork abilities with outstanding individual execution. You are driven by creating meaningful impact for our users and outstanding business results.

The position

We are looking for a highly motivated and experienced individual to lead one of our collections teams in Abeokuta and support the overall collections center in achieving and exceeding their targets of contacting clients and collecting outstanding payments. The Team Lead will be responsible for managing a team of telephone based collection agents, providing guidance and support, and ensuring the timely and effective collection of outstanding repayments in an ethical manner that aligns with our brand values.

In this role, you will

· Supervise and mentor a team of telephone based collection agents, providing guidance and support to achieve cash collection targets.

· Develop and implement collection strategies to maximize recovery and minimize losses.

· Conduct regular performance evaluations and provide feedback to team members to enhance performance and productivity.

· Monitor team performance and identify areas for improvement, providing training and coaching as needed.

· Coordinate with other departments, such as customer service and operations, to address customer concerns and resolve payment issues.

· Review and analyze collection metrics and reports to track progress and identify trends.

· Ensure compliance with relevant laws and regulations governing debt collection practices.

· Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner.

· Collaborate with management to develop and implement policies and procedures to improve collection processes and efficiency.

We are looking for people with

· A minimum of 5years of experience in a similar position with at least 3yrs of dedicated experience as a Team Lead

· Experience of managing high volume outbound dialler campaigns

· Strong leadership and management skills, with the ability to motivate and inspire team members.

· Excellent communication and interpersonal skills, with the ability to interact effectively with customers and colleagues at all levels.

· Proven track record of meeting or exceeding collection targets and KPIs.

· Proficiency in Microsoft Office applications, especially Excel and Word.

· Knowledge of relevant laws and regulations governing debt collection practices.

· Ability to work independently and as part of a team in a fast-paced environment.

Location

This role is an on-site, office-based role in Abeokuta.