Collections Team Leader (Customer Performance) - Mobility



Customer Service
Posted on Tuesday, April 30, 2024

Are you looking for an opportunity to work in a company where progress and humility are valued as highly as technical excellence? At M-KOPA we use the latest technologies and tools to build fantastic customer experiences with a socially and environmentally conscious mission that echoes throughout the organization.

You can join our journey too as a Customer Performance Team Leader (Analytics, Collection & Operations)

You will lead and analyze customer performance on repayment and fleet obligations, design and prioritize actions to achieve M-KOPA credit, returns and fleet management KPIs, and supervise team members in doing so. The role combines credit analytics, debt collections, field operations, and fleet management. This is an exciting opportunity to work with Senior Strategy and Operations Manager of M-KOPA Mobility as the line manager

We're looking for a blend of analytics, collections, team leadership and field operation experience.

You will be based in Nairobi or be able to travel there frequently and you will be eligible for periodic bonuses.

In this role, you’ll be expected to :

  • Design and roll-out analytics dashboards to evaluate portfolio performance and drive actions, and set up automated alerting and data-driven prioritization processes to guide and measure team actions.

  • Work closely with external stakeholders including police and other law enforcement or legal authorities, third party debt collection and recovery agencies, and boda boda associations.

  • Clean, interpret, analyze data, and build models using various statistical techniques.

  • Build models, analysis, and transformations on internal data to ensure high-quality analysis using either Excel, SQL or R Test and QA code.

  • Design user-friendly, clear, and impactful presentations of analytic findings.

  • Supervise and lead customer performance, collections and fleet management team members to grow their capacity, serve customer needs, and hit the company’s objectives.

  • Develop, review, and implement credit policies on loan recoveries and collections.

  • Proactively monitor customer repayment performance, delinquency, and customer experience.

  • Identify and prioritize problematic accounts for interventions as necessary.

  • Oversee fraud analytics, prevention and mitigation strategies for the portfolio, including monitoring various data sources for early warning signs and pursuing fraud cases as necessary.

  • Oversee fleet management KPIs and relationships with fleet drivers, including monitoring, analyzing and ensuring adherence to standards for fleet performance, and managing communications with fleet drivers.

  • Design customer-centric portfolio management practices, repayment standards, flexibility measures, processes and interventions to optimize customer repayment and fleet performance.

  • Work with customer experience, onboarding, customer care, field maintenance, insurance and other teams in order to ensure customer issues are addressed to optimize performance.

  • Oversee policies and execution of asset recoveries and returns, including ensuring proper documentation as required by law, budget management, team safety and operations.

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Your application should include;

  • Evidence of Data Driven problem solving and data analytics expertise

  • Experience in debt collection and field operations

  • Experience working closely with external stakeholders

You Might Be A Good Fit If:

  • Diploma/Degree preferred, preferably in a field related to Data Analytics, Computer Science, Accounting, Finance, Business or Management, Logistics or related studies

  • Previous experience in debt collection and field operations required

  • Previous experience managing fleets or ride hailing platforms preferred

  • Familiarity with data visualization tools (Looker, PowerBI, Tableau, etc.)

  • Proficiency in engaging law enforcement authorities and the Kenyan penal code

  • Advanced Excel proficiency with strong analytical & problem-solving skills

  • Well-organized verbal and written communication

Our hiring process is as much about us selling to you as the other way round. Our hiring process is a series of meetings as follows;

  • Recruiter call 30 mins - an introduction to the process and M-KOPA

  • Take home assessment - A deep dive into the role dynamics

  • Hiring Team call 45 mins - High level introductions with the mobility team

  • Stakeholder interview 60 mins - This is where most of the magic happens.

Recognised twice by the Financial Times as one Africa's fastest growing company (2022 and 2023) and by the TIME100 Most influential companies in the world 2023 , we've served over 3 million customers, unlocking $1 billion in cumulative credit for the unbanked across Africa.

We foster a very low-ego environment at M-KOPA, a place where diversity, innovation and collaboration sit comfortably with commercial growth and social impact. The team prizes psychological safety above all. We have a Discovery first approach. Meaning you get to make very clear cases for prioritization of the solutions we develop.