Collection Lead

We are looking for an experienced Collection Lead to build and manage our end-to-end collections function in a digital lending environment. This is a strategic role — you will be responsible for designing the full collection lifecycle, from early delinquency to default, including automation, DebiCheck strategy, customer communication, and performance optimization.

Key Responsibilities
1. Collection Strategy
• Design and implement collection strategies across all DPD buckets (DPD 1–90+)
• Define escalation flows and transitions between buckets
• Optimize recovery rates while ensuring regulatory compliance
• Ensure adherence to in duplum rule and other legal constraints

2. DebiCheck & Payment Strategy
• Own and optimize DebiCheck mandate strategy (registration, retries, amendments)
• Define optimal debit timing based on customer payday cycles
• Monitor and improve debit success rates

3. Team Management
• Manage and scale the collections team / call center
• Develop scripts, guidelines, and DPD-based workflows
• Train agents and ensure quality control
• Define team structure (in-house vs outsourced)

4. Automation & Digital Collections
• Design and manage automated communication (SMS, bots, robocalls)
• Define triggers and customer journeys
• Run A/B testing to improve performance

5. KPI Management & Analytics
• Define and track key metrics (recovery rate, roll rate, cure rate, PTP, contact rate)
• Build reporting dashboards
• Optimize strategies using data insights

6. Vendor & Partner Management
• Manage payment providers, collection agencies, and partners
• Define outsourcing strategies

7. Compliance & Risk
• Ensure compliance with National Credit Act (NCA) and POPIA
• Oversee compliant customer communication
• Support legal and product teams with messaging