Team Management
AI summary
Futureinno Digital Tech Limited is hiring a Team Management professional in Nairobi to lead a debt collection team. The role involves managing team leaders, assigning delinquent accounts, running daily briefings and performance reviews, handling escalated cases, and ensuring compliance with CBK and data protection rules. The position offers a negotiable salary, medical insurance, and a clear career progression path.
- Leads and manages a debt collection team in Nairobi
- Handles escalated cases and tiered collection strategies
- Requires 3–5 years credit/auto loan collection management experience
- Fluent English and Swahili with strong negotiation skills
- Negotiable salary plus medical insurance and career progression
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists KSh 30,000 - 45,000. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required3+ years of relevant experienceThe job post includes a minimum experience signal.
- PreferredPractical evidence in security, call_center, domesticThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Team Management evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Futureinno Digital Tech Limited and the role in Not specified.
- Add concrete examples related to security, call_center, domestic, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
Source and safety check
- BrighterMonday Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
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Interview preparation
- What experience makes you a strong fit for this Team Management role in security, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Futureinno Digital Tech Limited before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
- Team Management
- Futureinno Digital Tech Limited
- Customer Service & Support
- 4 days ago
- Easy apply
- New
- Kenya
- Full Time
- Banking, Finance & Insurance
- KSh
- 30,000 - 45,000
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- Job summary
- Managing a debt collection team
- Min Qualification:
- Bachelors
Experience
- Level:
- Executive level
- Length:
- 6 years
- Language Requirement:
- English
- Working Hours:
- Full Time - 8 to 5
- Applicant
- Location:
- Nairobi, Kenya
- Job descriptions &
- in credit or auto loan collection management in Kenya, including over 1 year of
- managing a collection team;
- 2. Fluent in English and Swahili; excellent negotiation skills;
- 3. Familiar with Kenyan CBK regulations regarding debt collection and the handling of collection-related complaints;
- 4. Ability to interpret delinquency reports; proficient in Excel and Word;
- 5. Familiarity with the field collection environment in Nairobi and surrounding areas is preferred;
- 6. High integrity, results-oriented mindset, and ability to ensure team compliance with operational standards.
- V. Compensation and
Requirements
I. Team Management (Core)
1. Manage and assign tasks and objectives to team leaders (e.g., setting daily/weekly work plans and distributing lists of delinquent accounts).
2. Conduct daily morning briefings to review performance and evening debriefs to summarize challenges; monitor team call quality and SMS execution.
3. Oversee daily team performance assessment: track recovery rates, connection rates, PTP (Promise to Pay) fulfillment rates, and effective follow-up volume; implement the basis for performance commission calculations.
4. Manage team discipline; handle employee conflicts, attendance issues, and performance lapses; identify high and low performers; and provide timely feedback to management regarding personnel optimization.
II. Collections Operations
1. Formulate tiered collection strategies based on delinquency buckets (S0: -1–0 DPD; S1: 1–7 DPD; S2: 8–15 DPD; S3: 16–30 DPD; S4+: 30+ DPD) to improve overall recovery rates and reduce PAR (Portfolio at Risk) assets.
2. Handle complex or escalated cases that frontline collectors cannot resolve (e.g., negotiating installment plans, debt settlement discounts, or payment deferrals).
3. Monitor the delinquency ledger daily, reconcile payment records, and ensure collectors promptly log communication records and customer promises (PTP) into the system.
4. Periodically analyze delinquent customer profiles and reasons for loss of contact; report market risks to management and optimize collection strategies.
5. Strictly enforce prohibitions against: harassing third-party contacts, publicly shaming debtors, making threats or using intimidation, verbally abusing customers, and non-compliant high-frequency calling.
6. Receive and investigate collection-related customer complaints; respond within 48 hours and mediate effectively to prevent escalations to the CBK (Central Bank) or ODPC (Data Protection Office).
7. Maintain familiarity with CRB (Credit Reference Bureau) reporting rules.
III. Reporting and Cross-departmental Collaboration
1. Generate and submit daily, weekly, and monthly reports on time—covering team recovery data, recovery status by delinquency bucket, complaint statistics, volume of lost-contact accounts, and KPI achievement—to the Head of Collections. 2. Gather local market information and common customer feedback, and report findings to domestic management.
IV. Other
1. At least 3–5 years of
Responsibilities
- 1. Establish and optimize local Standard Operating Procedures (SOPs) and standard communication scripts for debt collection;
- 2. Complete other collection-related tasks assigned by superiors.
Benefits
Salary: Negotiable.
- Monthly
- Medical insurance provided; social security/national health insurance contributions covered; clear career progression path available (opportunity for promotion to Collections Manager).
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