• We are seeking a strong, mission-driven regional leader to oversee end-to-end operations of the Zidisha SME product. The ideal candidate is a people-focused manager with proven experience leading field teams, driving portfolio performance, and executing operational strategies in fast-paced, high-growth environments. This role requires someone who can build high-performing teams, ensure strict compliance and operational excellence, and consistently achieve collection, disbursement, and portfolio quality targets across the region.

Key Responsibilities:

Leadership & Team Management

• Provide leadership, guidance, and performance oversight to Unit Managers and Field Collection Agents.
• Recruit, train, motivate, and retain high-performing teams in line with company values and goals.
• Conduct regular performance appraisals and implement performance improvement plans where necessary.
• Ensure all staff adhere to Phoenix Capital’s code of conduct, values, and field operations policies.

Operations & Execution Oversight

• Lead and supervise day-to-day operations of the Zidisha product across the region.
• Drive compliance to all Standard Operating Procedures (SOPs) related to client
• onboarding, loan disbursement, collections, and customer engagement.
• Support Unit Managers in implementing field strategies effectively.
• Ensure efficient route planning, client follow-ups, and effective daily field operations by the collection agents.

Portfolio Quality Management

• Monitor and drive regional portfolio performance, ensuring high repayment rates and minimal default levels.
• Provide early warning signals on portfolio risks and implement recovery strategies in collaboration with credit and risk departments.
• Ensure accurate and timely field-level reporting of loan data, collections, and client status.

Performance Monitoring & Reporting

• Set and track performance KPIs for Unit Managers and Field Collection Agents.
• Analyze data and generate daily, weekly, and monthly performance reports for internal review.
• Recommend corrective actions where performance gaps are identified.

Strategy & Process Implementation

• Translate high-level product and operational strategy into practical, actionable plans for field teams.
• Work closely with senior leadership to pilot new operational models or process improvements.
• Regularly provide feedback from the field for product or policy enhancements.

Compliance & Risk Management

• Ensure full compliance with company policies, regulatory requirements, and ethical standards.
• Take prompt corrective actions in cases of operational breaches, misconduct, or fraud.
• Oversee resolution of customer complaints escalated from the field.

Stakeholder Engagement & Representation

• Represent Phoenix Capital within the assigned region, maintaining strong relationships with local authorities, community leaders, and stakeholders.
• Coordinate with cross-functional teams including Finance, Credit, Product Development, HR, and Training.

Key Deliverables:

• Monthly regional collection and disbursement targets met or exceeded.
• Portfolio at risk (PAR) maintained within agreed thresholds.
• Timely and accurate operational reporting.
• High employee performance and retention rates.
• Improved client satisfaction and reduced complaints.
• Must have atleast 3 years proven experience in the same role