Deputy Head of Credit Collections at Equity Bank Kenya

Job Description

The Head of Credit Collections is responsible for overseeing the collection activities of all accounts in Early arrears and ensures smooth operations in the credit Monitoring & Collections Unit. He/she ensures that all staff in the Unit adhere to Banks’ Core values, policies, and procedures for efficient working environment. He/she fosters team unity, builds working relationships with fellow leaders to continually reach out to other Units and Departments within the Bank to ensure business goals are achieved.

Key Responsibilities:

Coordinate activities of Credit Collections Unit staff to ensure a smooth and efficient Unit and to reduce the number of delinquent accounts that are overlooked.
Through the Head of DRU and with assistance of Human Resources (HR) recruit, hire, train and evaluate staff members within the collections Unit to ensure a sufficient number of staff members are available to handle the workload.
Observing and Reviewing employee interactions with customers to ensure all policies and regulations are being adhered to by the staff in the Unit.
Minimizing Banks’ financial losses by developing and implementing efficient & timely strategies to increase the number of successful collections on outstanding debt.
Through head of DRU, present to the Departmental management or their Unit the trends, achievements, challenges, and goals of the Unit.
Participating & performing any disciplinary actions.
Prepare and implement work schedule for all staff in the Credit Monitoring & Collections Unit.
Implement credit policies and procedures that retain a smooth running of the Unit.
Leads in developing and execution of the collections strategy that enhance the customer contact experience through all available channels, including website, e-mail, SMS, AI, WhatsApp etc.
Provides support, coaching and development to the credit Collection Staff to maximize cash collections in a timely and effective manner, minimizing risk exposure and providing an excellent customer service, building customer confidence, and enhancing the company’s reputation.
Participates in Cross-Functional Project as a lead, participant, or a resource in developing or upgrading of Credit Collection systems.
Conducts monitoring, appraisal, and performance evaluation of team members to improve efficiency through Calls listen in and Auditing accounts worked by Collectors and provide feedback.
Ensure appropriate controls and audits are in place and carried out as agreed while supervising and directing the daily activities of Credit contact center collection officers.
Qualifications

Qualification and Experience

University degree or equivalent
A minimum of 8 years’ experience in the bank three (3) of which must be at Credit Collections Management or Debt Recovery Management Level