Loan Servicing & Collections Manager

DawaSwift is the leading mobile technology and data science company that delivers medicine from local pharmacies to patients' homes through a tight network of local drivers/riders and also gives small medical loans to patients on its mobile app. With headquarters on the internet and office presence in Toronto and Montreal (Canada) and Nairobi (Kenya), DawaSwift is creating the world's widest network of local pharmacies to serve local patients through an AI powered web platform that also connects them with local drivers to facilitate deliveries of medical products in real-time.
Job Overview
This is a full-time role. You will be responsible for working with your team and collections agencies to ensure that our amazing customers are making loan payments on time. You will also be accountable for improving our overall collections rate.

Specific responsibilities include:
Drive the strategy and daily plans on collecting DawaSwift Maisha Loans loans
Manage all outsourced collections agencies
Draw up a process for SMS/in-app/social media repayment messaging
Prepare regular and ad-hoc analyses on team performance
Drive process improvements and show the impact of the Collections team to the broader company
Schedule, capacity plan, hire, and onboard Collections team
Conduct regular performance reviews and team trainings for Collections Associates
Research and pilot new best-in-class collections practices
Work with team for Credit Fraud and Customer Service to recommend product changes with the aim to improve repayment rates
Optimize calls and other collections practices through automation, testing of timing, content and other factors to generate largest possible returns
Set ambitious goals, closely monitor team KPIs and regularly make recommendations on hiring and process improvements
Maintain team documentation
Investigate suspected fraud and develop processes to prevent it in the future
Communicate effectively with Data Science and Product teams about fraud cases and issues

Business Degree with a mix of I.T is most desired
Previous debt collections experience
Experience with SQL is important; if you do not have SQL experience, then you need to have the ability and desire to learn it quickly!
Extremely analytical with expert Excel skills
Deep understanding of successful process implementation and improvement
Experience or ability to scale a team
Ability to work well with outsourcing agencies and manage them for result.
Highly entrepreneurial and comfortable with ambiguity and taking initiative
Excellent collaborator and team player

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North Building, 175 Bloor St E, Toronto, Ontario M4W 3R8, Canada.

+1 (514) 638-9364

16 Upper Hill, Nairobi, Nairobi 00100, Kenya.


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