Job Purpose:  

The manager Collection  will organize, plan, and monitor a digital lending’s collection strategies and customer experience function. The manager collection will ensure optimized interaction with our borrowing clients through developing and implementing strategies useful in improving collection strategies, customer relationship, loyalty, and satisfaction. The officer will be responsible for overseeing multiple different processes and will provide support, coaching and development to the client collection team 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.
The role works closely with management and a cross-section of functions within Equity Bank as well as other partners.

Job Responsibilities/ Accountabilities:

• Monitor call performance of the Account Collection teams against the bank’s professional standards
• Support the collection team through coaching, training, developing, and motivating the teams
• Review reports to ascertain status of collections and balances outstanding and enhance revenue growth and to evaluate effectiveness of current collection policies and procedures.
• Make use of existing technologies to maximize customer contact whilst minimizing cost per contact, review and propose new technologies as required
• Lead and assist in developing the collections strategy that enhance the customer contact experience through all available channels, including website, e-mail, SMS etc.
• Establish and maintain an environment that encourages teamwork and individual efforts and ethical behavior.
• Provide high level reports to the management from the collection system, the Autodialler, portfolio and performance analysis for decision making (MI Reports)
• Maintain appropriate staffing levels for team and in compliance with company policies.
• Administer verbal and written counseling to correct inappropriate behavior and conduct.
• Devise and implement strategies to achieve monthly collection targets.
• Develop and maintain a good relationship with the clients and maintain excellent Customer care as per Equity Bank’s standards
• Ensure that client performance reports are provided within stipulated time frames and in the desired format and quality.
• Provision of professional debt recovery service to the bank’s clients
• Any other duties as shall be assigned from time to time by the line manager.

Requirements:

• A degree in Business or Finance from a recognized University
• Professional course in Credit Management would be an added advantage.
• A minimum of 5 years’ experience in financial services especially credit management and preferable in a credit collections background.
• Experience of operating in a collection centre setup will be a desirable advantage.
• In depth knowledge of sales and recovery techniques.
• In depth knowledge of credit management systems and procedures.
• Excellent oral and written communication
• IT literacy
• Able to operate in a performance driven organization.
• Culturally aware and adept at working across multiple geographies.
• Knowledge of English

Essential Knowledge

• Excellent business relationship management skills
• Ability to develop, plan, execute and implement according to corporate and project plan strategies.
• A high aptitude and comfort level with technical environments and the ability to work in a highly demanding environment and able to meet aggressive deadlines.

Key Critical Competencies

• Ability to lead and supervise complex teams and a good motivator.
• Ability to formulate collection strategies and concepts.
• Ability to deliver results and meet customer expectations.
• Should have an entrepreneurial and commercial mindset.
• Ability to work independently and meet strict deadlines.
• Ability to remain highly organized and be able to multitask.
• Genuine collection focus
• Strong leadership capabilities
• Good planning and organizational skills
• Strong analytical and negotiation skills
• Excellent communication skills.
• Critical thinker with great critical thinking skills.
• Strong team player with excellent interpersonal and collaboration skills.

Job Purpose: 

Reporting to the Head of Digital Lending with the responsibility to oversee the development of products from start to finish to ensure they meet the clients’ needs and preferences. Their main duties include determining the overall vision of products, managing various backlog items and deciding which features each product will have according to clients’ preferences.

To manage and co-ordinate the Product Management Initiatives and driving business growth. This is from design, implementation and successful delivery of the respective business cases in line with the bank’s goals and objectives. The job holder has responsibility to ensure that the product definition, planning, monitoring and control, identifying critical issues, recommending and implementing solutions

Job Responsibilities/ Accountabilities:

• Directs product formulation and implementation for the Digital Lending Credit Portfolio within the Bank.
• Collaborating with prospective users and clients to understand and anticipate their needs and translate them into product requirements and nuances.
• Defining the vision for the product for the target clientele.
• Creating a product road map based on this vision
• Managing the product backlog and prioritizing them based on changing requirements
• Overseeing all stages of product creation including design and development
• Developing user stories
• Monitoring and evaluating product progress at each stage of the process
• Liaising with the product team and end-users to deliver updates
• Participating in Scrum meetings and product sprints

Requirements:

•  University degree or equivalent with a minimum of 5 years’ experience in operational Credit functions.
•  Proven ability to analyse complex business issues and identify, design and implement effective practical recommendations.
•  Experience of working in the Fintech environment would be an added advantage
•  IT literacy
•  Able to operate in a performance driven organization
•  Detailed understanding of defining product policies and procedures.
•  Culturally aware and adept at working across multiple geographies
•  Knowledge of English 

Essential Knowledge

•  Excellent business relationship management skills and business closure techniques.
•  Ability to develop, plan , execute and implement according to corporate and project plan strategies.
•  A high aptitude and comfort level with technical environments and the ability to work in a highly demanding environment and able to meet aggressive deadlines.

Key Critical Competencies

•  In-depth knowledge of Scrum and Agile Product delivery Methodology
•  Working knowledge of product development architecture
•  Proficiency in the use of analytic tools
•  Ability to prioritize effectively
•  Excellent knowledge of user-centred design principles
•  Excellent oral and written communication with complementary interpersonal skills.
•  Ability to work with large teams
•  Understanding of design quality standards
•  Commercial awareness
•  Excellent and effective communications skills, both orally and in writing
•  Enthusiastic attitude and focus on results.
•  Culture sensitivity

Job Purpose: 

Customer experience lead will organize, plan, and monitor a digital lending’s customer service and experience function to ensure optimized interaction with our clients through developing and implementing strategies useful in improving customer relationship, loyalty, and satisfaction while establishing communication channels and mediums through which our customers engage/interact with the digital lending products and vice versa.

The officer will be responsible for overseeing multiple different processes, all geared towards inspecting and coordinating all the points of contact between a customer and the bank through consumption of the various targeted products defined from time to time.

The role works closely with management and a cross-section of functions within Equity Group as well as other partners.

Job Responsibilities/ Accountabilities:

• Implement standards/procedures for ensuring optimal customer experience
• Conduct surveys to gather information on customer opinion of rendered services
• Drive and manage customer satisfaction scores and overall customer experience within the department.
• Support and assist in deployment of products by conducting relevant tests
• Assessing and ensuring the high quality of service delivered through the department.
• Ensure that the messaging to the customer is relevant and achieves the customer satisfaction requirements standards.
• Continuously review the quality standards and processes to ensure efficiency and alignment with best practices.
• Communicate metrics results and other relevant information to management and recommend areas for improvement
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
• Be part of team productivity and ensure to operate within the set policies and procedures
• Participate in regular CX team meetings, identify, and share best practice.
• Participate in training and knowledge transfer to ensure that the customer gets the right message
• Develop and maintain strong relationship with staff within the department and other Support teams
• Respond to incoming emails, incidents, and phone enquiries in a prompt manner
• Understand the customer, the market and industry
• Support and ensure delivery of best-in-class customer experience to new and existing Digital Lending customers.
• Conduct Detailed journey-mapping and understanding Client pain points and expectations with a view of proposing solution.
• Attend customer trouble shooting sessions to review the customer journey and issue resolution process with a view of improving the interaction with the customer.
• Submit comprehensive, accurate and timely reports that speaks into the customer’s voice.

Requirements:

• University degree from a well-recognized university. Masters degree will be an added advantage
• Minimum 5 years’ experience in Customer experience or customer service
• Proven ability to analyze complex business issues and identify, design, and implement effective practical recommendations.
• Practical experience with banking applications software and advanced user skills for relevant MS Office applications and data analysis tools like ACL or equivalent would be of added advantage.
• Able to operate in a performance driven organization.
• IT literacy
• Able to operate in a performance driven organization
• Culturally aware and adept at working across multiple geographies
• Knowledge of English

Essential Knowledge

• Excellent business relationship management skills
• Ability to develop, plan , execute and implement according to corporate and project plan strategies.
• A high aptitude and comfort level with technical environments and the ability to work in a highly demanding environment and able to meet aggressive deadlines.

Key Critical Competencies

• Genuine customer focus
• Strong leadership capabilities
• Good planning and organizational skills
• Strong analytical and negotiation skills
• Excellent communication skills.
• Critical thinker with great critical thinking skills.
• Naturally inquisitive & insightful. A business builder
• The ability to work calmly under pressure, with minimum supervision
• High tolerance for work in a rapidly evolving work environment (adaptability)
• Strong team player with excellent interpersonal and collaboration skills.