Key Responsibilities

• Manage and coordinate the Managing Director’s calendar, including scheduling meetings, appointments, and engagements.
• Act as a key liaison between the Managing Director and internal and external stakeholders, including clients, suppliers, and staff.
• Prioritize, track, and follow up on issues and correspondence addressed to the Managing Director, including sensitive and confidential matters.
• Coordinate office activities and operations to ensure efficiency and compliance with company policies.
• Manage front desk operations, including receiving and directing visitors, handling incoming calls, emails, letters, and packages.
• Oversee office cleanliness, workstations, and coordination of support staff responsible for office upkeep.
• Track office supplies and inventory and place orders as required.
• Support general administrative and operational tasks to ensure smooth functioning of the Head Office.

Requirements

• Diploma or Bachelor’s degree in Business Administration or a related field.
• 2–3 years’ experience in an administrative or office support role (experience in financial services is an added advantage).
• Strong organizational and multitasking skills with attention to detail.
• Proficiency in Microsoft Office applications and familiarity with CRM systems.
• Excellent verbal and written communication skills.
• High level of integrity, professionalism, and ability to handle confidential information.
• Customer-focused mindset with the ability to support team and operational success.

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Key Responsibilities

• Strategic Leadership & Planning
• Develop and implement effective collections and recovery strategies to reduce delinquency and minimize credit losses.
• Set and monitor monthly and quarterly collection and recovery targets aligned with business objectives.
• Provide strategic recommendations to the CEO/MD on portfolio performance, risk exposures, and emerging trends.
• Lead continuous improvement initiatives to strengthen recovery operations and optimize financial outcomes.
• Portfolio Management
• Oversee the collection and management of secured loan portfolios
• Monitor ageing reports and segment high-risk accounts to prioritize recovery actions.
• Ensure full compliance with internal credit policies, collection SOPs, and regulatory guidelines.
• Track NPL performance and implement corrective action plans to safeguard portfolio quality.
• Team Leadership & Performance Management
• Lead, coach, and evaluate the performance of branch team leaders and collection teams.
• Establish clear performance targets, service expectations, and accountability frameworks.
• Foster a culture of discipline, responsibility, teamwork, and ethical recovery practices.
• Coordinate staff capacity-building, training, and development to enhance recovery effectiveness.
• Recovery Operations
• Provide oversight on repossession processes for secured assets, ensuring legal procedures are followed.
• Provide oversight on valuation, storage, and disposal of repossessed assets (motor vehicles, properties, etc.).
• Coordinate with legal teams and external partners to expedite legal recoveries and auction processes.
• Ensure disposal of assets is transparent, documented, and value-maximizing.
• Reporting & Analysis
• Prepare and submit daily, weekly, and monthly reports on collections, arrears, and portfolio performance.
• Analyze key performance indicators, including recovery rates, NPL ratios, and collection efficiency.
• Provide data-driven insights to guide decision-making and strategic planning.
• Maintain dashboards for real-time portfolio monitoring and risk tracking.
• Stakeholder Management
• Collaborate with Finance, Credit, Legal, and Operations departments to resolve operational bottlenecks.
• Liaise with recovery agencies, auctioneers, valuers, and law enforcement where required.
• Maintain positive and professional relationships with internal and external stakeholders.
• Policy Compliance & Risk Management
• Ensure all collection and recovery activities comply with legal, ethical, and regulatory standards.
• Identify and escalate suspicious activities, fraud risks, or policy breaches.
• Recommend and enforce process improvements to strengthen internal controls and reduce default risks.

Requirements

• University degree (Preference given to a Business-related degree)
• Minimum of 6+ years’ experience in credit, collections, or recovery within financial services.
• Demonstrated 3+ years of experience managing secured loan recoveries and legal recovery processes.
• Risk anchored understanding/experience of Credit Management Goals, credit policy, and NPL/PAR reduction
• Proven track record in leading teams and achieving recovery performance targets.

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