Team Leader – Portfolio Collections

Collection Africa is seeking a results-driven Team Leader to oversee and grow assigned debt collection portfolios. In this role, you will be at the forefront of driving portfolio activation, ensuring consistent revenue delivery, and championing ethical collection practices in line with data protection regulations and Treating Customers Fairly (TCF) principles.

This is an excellent opportunity for a seasoned collections or retail banking professional who thrives in a performance-driven environment and has a passion for building and motivating high-performing teams. You will play a critical role in shaping the productivity culture of the collections unit while delivering quality outcomes for clients and the business.

• Lead, activate, and manage assigned collections portfolios to ensure optimal performance and revenue generation.
• Supervise, coach, and motivate a team of collections agents to meet and exceed individual and team targets.
• Monitor daily team performance metrics and implement corrective strategies where productivity gaps are identified.
• Ensure full compliance with data protection legislation and internal Treating Customers Fairly (TCF) policies in all collection activities.
• Prepare and present high-quality, accurate client reports on portfolio status, recovery rates, and team performance.
• Drive consistent portfolio activation by identifying dormant accounts and implementing re-engagement strategies.
• Collaborate with management in strategic planning to improve collection processes, workflows, and tools.
• Conduct regular one-on-one performance reviews with team members and set clear, measurable improvement plans.
• Escalate complex or sensitive accounts appropriately and provide recommendations for resolution.
• Support onboarding and training of new team members within the collections function.

• Demonstrate the ability to lead a collections team, set targets, and hold individuals accountable for results.
• Show proven competence in managing and activating conventional or retail debt portfolios to deliver consistent revenue.
• Apply strategic thinking to identify portfolio risks and develop actionable recovery plans.
• Produce clear, data-driven client reports that communicate portfolio performance and trends effectively.
• Operate within regulatory frameworks including data protection laws and TCF principles without prompting.
• Use performance management tools and techniques to coach underperformers and reward high achievers.
• Demonstrate at least 3 years of experience in conventional or retail portfolio management (added advantage).
• Exhibit strong communication and interpersonal skills to liaise with clients, team members, and senior management.

The salary for this position is competitive and commensurate with experience within the Kenyan collections and financial services market. Based on the seniority and responsibilities of the role, the estimated monthly compensation ranges between KES 80,000 – KES 150,000. Specific details will be confirmed during the hiring process.

Ideal candidates are experienced collections or retail banking professionals with at least 3 years of portfolio management experience who are ready to step into or continue in a team leadership role. You are target-driven, ethically grounded, and comfortable balancing people management with operational delivery. Candidates with a background in microfinance, credit, or retail banking will have a strong advantage.

Do not apply if you have no prior experience in collections, credit, or financial services portfolio management, or if you are uncomfortable working in a performance-measured, results-oriented environment.

• Prepare an updated CV highlighting your portfolio management experience and any team leadership roles held.
• Write a brief cover letter outlining your collections experience and why you are suited for this role.
• Submit your application through the Collection Africa careers portal or the job platform where this role is listed.
• Shortlisted candidates will be contacted for an initial phone screening followed by a formal interview.
• Only shortlisted applicants will be contacted. If you do not hear back within 3 weeks of applying, consider your application unsuccessful for this cycle.