What you will do
1. Manage a team of call agents
2. Develop and implement collection strategies
3. Monitor and ensure KPIs are being met
4. Continuously improve the collection process for greater efficiency
5. Ensure that all elements of the collection process are compliant with the regulatory requirements of Uganda’s laws
6. Run the legal process with customers when they are taken to court
7. Manage communications with the lawyers, courts, bailiffs and customers
8. Be present at court when the customer is summoned to court
9. Continuously review and improve all communications across IVR, SMS, Email and call scripts
10. Weekly reporting on the collections process and performance to the Head of Operations/Director of Collections
11. Bi-weekly reporting on collections performance to group management
Who you are
1. Experience managing a call center
2. Familiarity with collections
3. Basic level of data analytics
4. Good understanding of the Ugandan market
5. Worked in financial services
6. Industry knowledge of credit in the consumer, MSME, and small business market
7. Ability to manage a big team of call agents
8. Comfortable with CRMs/Dashboards
9. Worked across different regions in Uganda (Nice to have)
10. Worked with group management (Nice to have)
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