Talentsafari
Debt Collection Process Lead
1mo ago
WorldwideLeaddata-drivenprocess designcomplianceworkflow optimization
Lead design, optimization, and management of debt collection processes for vehicle and device financing.
About the company
- Mogo is Kenya's fast-scaling fintech - part of Eleving Group, a global financial services platform operating across 16+ countries. We are redefining access to vehicle financing, microfinance, and smartphone financing for everyday Kenyans. Our mission is simple: make progress accessible.
- We are dedicated to fostering upward social mobility in diverse communities by providing credit access to entrepreneurs who are often excluded from traditional banking. Through a combination of asset financing, fintech innovations, AI-based underwriting, and proprietary car portals, we empower local entrepreneurs, such as motorcycle taxi riders, Uber/Bolt drivers, and small business owners, to purchase their own vehicles and obtain loans to expand their businesses.
Responsibilities
- We are looking for a data-driven and hands-on Debt Collection Process Lead to design, optimize, and manage end-to-end collections workflows for vehicle and device finance in Kenya.
- In this role, you will lead initiatives that strengthen the customer repayment experience while ensuring collections operations remain efficient, compliant, and scalable. On a day-to-day basis, you will work closely with the Head of Debt Collection and partner teams across Credit/Risk, Customer Service, Product/IT, and Legal to turn data insights into operational improvements.
- This is a high-impact role for someone who is proactive, structured, and takes full ownership.
- Process design & optimization Design and continuously improve consumer collections processes across all delinquency stages
- Introduce and scale automation (case allocation rules, workflows, customer communications) and explore robotics/AI use cases to improve efficiency and cost-to-collect.
- Audit current workflows, improve them end-to-end (test and implement changes), and design new processes where needed.
- Documentation & training Create and maintain SOPs, playbooks, and training materials to ensure consistent execution across internal teams and external partners (if applicable).
- Support onboarding and continuous training for collections agents and related stakeholders.
- Cross-functional delivery Partner with Customer Service, Credit/Risk, Product/IT, Legal, and any BPO/agency partners to implement data-driven collections improvements.
- Coordinate testing and rollouts of new strategies, communications, tooling changes, and policy updates.
- Continuous improvement Use customer feedback, agent input, and performance analytics to identify bottlenecks (e.g., contractability, broken PTP, queue management, dispute handling).
- Propose improvements, drive execution, and track impact through clear initiatives and timelines.
- Compliance & governance Ensure processes, scripts, and customer communication standards meet local regulatory requirements and internal policies.
- Maintain alignment with consumer protection principles, complaint handling expectations, and audit readiness.
- Performance measurement & reporting Monitor performance metrics and initiative results using tools such as Power BI and SQL (or equivalent reporting systems).
- Communicate outcomes and next steps clearly to stakeholders, including regular updates to the Head of Debt Collection.
Requirements
- Experience in improving operational processes
- Comfortable working with data and dashboards to understand performance and track results (strong Excel skills).
- Ability to work with different teams and get things done together (Customer Service, Credit/Risk, Product/IT, Legal, and external partners when needed).
- Strong sense of ownership, with good communication and stakeholder management skills.
- Willingness to relocate to Nairobi (Kenya).
Nice to have
- Experience with debt collection processes.
- Interest in automation and practical tech improvements (rules-based case allocation, workflow tools, customer communications; curiosity about AI is a plus).
- Working experience with Power BI, SQL, or similar tools.
Conditions
- Results-oriented bonus system.
- Housing allowance and periodic flights back to your home country.
- Relocation support (flights to Nairobi, visas).
- Health insurance.