What you will do:

• Organize and coordinate work tasks to ensure efficient operations.
• Ensure full compliance with ethical standards, company policies, and procedures.
• Maintain confidentiality of company and customer information at all times.
• Ensure timely execution and completion of duties assigned under this Job Description.
• Maintain full knowledge of the company’s operations, structure, products, and services.
• Monitor and enforce customer contractual obligations, payment timelines, and debt recovery processes.
• Supervise team activities to ensure achievement of set collection targets.
• Monitor, train, and support staff on the use of call centre tools and the company ERP system.
• Identify training needs and develop relevant training materials for the team.
• Allocate portfolios and distribute daily tasks to debt collection agents.
• Conduct performance reviews in line with company requirements.
• Engage customers and advise on viable debt repayment solutions.
• Ensure accurate and up-to-date customer data is maintained and accessible to relevant stakeholders.
• Conduct coaching sessions, call listening, and call calibration for agents.
• Handle customer inquiries via calls and in-person office visits when required.
• Provide recommendations for continuous improvement of debt collection processes.
• Perform any other duties as assigned.

What you will need:

• Diploma or Degree in Business Administration, Marketing, or a related field.
• Minimum of two (2) years’ experience in debt collection, customer support, or call centre operations, preferably within a financial institution.
• Strong communication and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Ability to work independently and adapt quickly in a fast-paced environment.
• Fluency in both English and Swahili.

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Key Responsibilities:

Drive Customer App Usage & Adoption

• Develop and execute outbound communication campaigns (SMS, WhatsApp, push notifications) to increase active app usage.
• Monitor app version distribution and ensure customers update to the latest release.
• Collaborate with Marketing and country teams to roll out targeted campaigns that boost feature adoption and engagement.

Lead App UI/UX Evaluation

• Conduct customer interviews, usability tests, and surveys to identify friction points in the app. • Analyse behavioral data (drop-offs, low-usage areas, customer complaints) to inform UI/UX improvements.
• Translate customer insights into actionable design recommendations.

Product Ownership & Continuous Improvement

• Maintain and prioritise the Customer App improvement backlog.
• Work with IT, QA, and design teams to deliver new features, improvements, and bug fixes.
• Define feature requirements, acceptance criteria, and success metrics for app releases.
• Ensure alignment between business goals, customer needs, and technical feasibility.

Reduce Inbound Calls Through Digital-first Solutions

• Analyse reasons why customers choose to call instead of using the app (journey gaps, unclear UI, missing features, etc.).
• Map and quantify common inbound queries and propose digital self-service alternatives.
• Work with chatbot vendors and internal teams to design and improve chatbot flows that resolve frequent issues.
• Measure impact through reduction in inbound traffic and increased digital self-service rates.

What you will need:

Qualifications and Requirements:

• Bachelor’s degree in Business, Marketing, Finance, or a related field
• 5+ years’ experience in customer experience, call center management, or digital/assisted channels
• Experience in microfinance, banking, fintech, or telecoms is a strong advantage
• Familiarity with CRM systems, call center tools, and CX metrics
• Bachelor’s degree in Business, Sales and Marketing, Finance or related field (or equivalent experience) preferably within microfinance, banking, fintech, or telecom or banking.
• Strong analytical skills, comfortable with metrics, dashboards, reporting.
• Excellent communication (verbal and written) and interpersonal skills.
• Good ICT literacy – CRM systems, MS Excel, tele-phony systems.