Team Leader

1 day ago

Nairobi, Nairobi Area, Kenya APEX COLLECTIONS AFRICA Full time 1,200,000 - 2,400,000 per year
Company Description

Apex Collections Africa Limited provides professional receivable management solutions for

both financial and commercial markets and focus on maximizing

clients' cash flow management and credit control aspects.

Job Description

Key Responsibilities

Team Management

• Supervise and coordinate daily activities of the debt collection team to ensure smooth

operations and target achievement.

• Allocate portfolios and tasks to team members to optimize recovery efforts.

• Monitor and review individual and team performance regularly, providing feedback and

setting action plans as needed.

Coaching and Development

• Provide on-the-job coaching, mentoring, and guidance to team members to improve their

collection techniques and communication skills.

• Identify training needs and work with the training department to organize relevant

sessions.

• Conduct performance reviews and assist in setting individual and team goals.

Performance and Target Achievement

• Drive the team to achieve or exceed monthly recovery targets.

• Develop and implement strategies to improve collection rates and reduce non-performing

accounts (NPA).

• Monitor team productivity and address any performance gaps proactively.

Compliance and Quality Assurance

• Ensure the team adheres to debt collection policies, regulatory requirements, and quality

standards.

• Perform regular audits of call recordings, correspondence, and other collection activities

to ensure compliance.

• Address any compliance breaches and escalate where necessary.

Reporting and Communication

• Generate and present daily, weekly, and monthly performance reports to management.

• Communicate updates on policies, targets, and expectations to the team.

• Serve as a liaison between the team and senior management, relaying concerns and

feedback.

Risk and Issue Resolution

• Identify potential risks in the collection process and recommend solutions to mitigate

them.

• Handle escalated client cases professionally and resolve issues efficiently

Qualifications

Qualifications and Skills

• Educational Background: Diploma or Degree from a recognized institution

• Experience:

o Minimum of 1-year experience in debt collection or either in a supervisory or leadership role

• Skills:

- Strong leadership and team management abilities.

-Excellent negotiation and communication skills.

- Proficiency in CRM and debt collection systems.

-Analytical and problem-solving mindset.

- Ability to handle pressure and meet deadlines.

• Personal Attributes:

- High integrity and professionalism.

- Strong decision-making ability.

- Proactive and results-oriented.

Additional Information

Additional Responsibilities


• Conduct team briefings and debriefings to discuss progress, challenges, and successes.


• Develop strategies to improve customer relationships while ensuring repayment.


• Stay updated on industry trends, debt recovery regulations, and best practices.

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