Role Overview

The Head of Collections and Recovery is responsible for developing, leading, and implementing collection and recovery strategies to minimize delinquencies and credit losses across the loan portfolio. The role provides strategic direction for portfolio management, legal recoveries, asset repossession, and disposal of secured assets. The position ensures alignment with organizational financial targets, regulatory compliance, and professional recovery standards. The Head of Collections and Recovery leads high-performing teams across branches and ensures disciplined, ethical, and efficient recovery operations.

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 CFO/Head of Finance 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 (e.g., logbook and title deed loans).
• Monitor aging 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 performance of Branch Managers 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
• Oversee repossession processes for secured assets, ensuring legal procedures are followed.
• Manage 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.

Qualifications and Experience

Education:

• Bachelor’s degree in Business Administration, Finance, Economics, or a related field.
• Professional certification in credit management, law, or collections is an added advantage.

Experience:

• Minimum of 7–10 years’ experience in credit, collections, or recovery within financial services.
• Demonstrated experience managing secured loan recoveries and legal recovery processes.
• Proven track record in leading teams and achieving recovery performance targets.

Skills and Competencies

• Strong leadership and team management capability.
• Deep understanding of credit risk and secured lending recovery processes.
• Excellent negotiation and conflict resolution skills.
• Ability to analyze financial and portfolio performance data.
• High integrity, emotional intelligence, and professionalism.
• Strong stakeholder management and communication skills.
• Proficiency in Microsoft Office and financial reporting systems