The Field Collection Coordinator will supervise and improve field collection operations in Arusha, Tanzania, leading field teams, implementing collection and recovery strategies, managing delinquent accounts, improving portfolio quality, and ensuring compliance with internal controls and customer protection standards.
Responsibilities
- Translate the company’s field collection strategy into actionable plans aligned with collection targets and portfolio quality objectives.
- Establish daily, weekly, and monthly collection targets for Team Leaders and Collection Officers.
- Monitor team performance against targets and implement corrective actions where necessary.
- Lead daily field collection operations, including team supervision, territory coverage, workload allocation, account assignment, and resource utilisation.
- Drive field cash collection, delinquency reduction, customer win-back, and portfolio recovery targets.
- Analyse portfolio performance and develop targeted recovery interventions for delinquent and high-risk accounts.
- Prepare accurate and timely collection performance reports for the OpCo Credit Manager.
- Collaborate with Sales, Customer Experience, Aftersales, Finance, and other departments to improve portfolio performance.
- Lead, coach, mentor, and manage Field Collection Team Leaders and Field Collection Officers.
- Support recruitment, onboarding, deployment, retention, training, and performance management of field collection personnel.
- Conduct field visits and performance assessments to verify collection quality and compliance with procedures.
- Implement fraud prevention measures and internal controls to reduce fraud, misconduct, and operational losses.
- Investigate or coordinate investigations into suspected fraud and misconduct and escalate cases appropriately.
- Ensure compliance with cash handling, payment verification, reconciliation, account update, and reporting procedures.
- Manage customer disputes and exceptional cases through approved and documented procedures.
- Protect the confidentiality and security of customer information throughout collection activities.
Requirements
- Strong understanding of field collection operations, delinquency management, debt recovery, and customer repayment behaviour.
- Excellent analytical and problem-solving skills, including the ability to interpret portfolio data and identify root causes.
- Ability to set targets, monitor performance, manage operational budgets, and drive accountability across field teams.
- Strong people management, coaching, mentoring, and performance management skills.
- Knowledge of fraud risks, internal controls, evidence management, and operational compliance.
- Excellent communication, negotiation, interpersonal, and stakeholder management skills.
- Proficiency in Google Workspace, particularly Sheets, Docs, and Slides, digital collection systems, and business intelligence reporting dashboards.
- Strong organisational skills, attention to detail, and ability to manage multiple priorities.
- Initiative, sound judgement, and ability to make timely operational decisions within approved authority.
- High integrity, professionalism, accountability, and commitment to ethical customer treatment.
- Ability to work effectively with geographically dispersed teams and adapt to changing operational priorities.
- Willingness and ability to travel regularly to support field collection teams.
