In PersonRelocation to Nairobi, Kenya is required; relocation support is offered.
Business & StrategyBusiness Operations
About the job
Requirements
Experience improving operational processes.
Comfort working with data and dashboards to understand performance and track results, with strong Excel skills.
Ability to work effectively with Customer Service, Credit/Risk, Product/IT, Legal, and external partners when needed.
Strong ownership, communication, and stakeholder management skills.
Willingness to relocate to Nairobi, Kenya.
Responsibilities
Design and continuously improve consumer collections processes across all delinquency stages.
Introduce and scale automation, including case allocation rules, workflows, and customer communications, and explore robotics and artificial intelligence use cases to improve efficiency and cost-to-collect.
Audit current workflows, improve them end to end by testing and implementing changes, and design new processes where needed.
Create and maintain standard operating procedures, playbooks, and training materials to ensure consistent execution across internal teams and external partners when applicable.
Support onboarding and continuous training for collections agents and related stakeholders.
Partner with Customer Service, Credit/Risk, Product/IT, Legal, and business process outsourcing or agency partners to implement data-driven collections improvements.
Coordinate testing and rollouts of new strategies, communications, tooling changes, and policy updates.
Use customer feedback, agent input, and performance analytics to identify bottlenecks, including contractability, broken promises to pay, queue management, and dispute handling.
Propose improvements, drive execution, and track impact through clear initiatives and timelines.
Ensure processes, scripts, and customer communication standards meet local regulatory requirements and internal policies.
Maintain alignment with consumer protection principles, complaint handling expectations, and audit readiness.
Monitor performance metrics and initiative results using tools such as Power BI and SQL or equivalent reporting systems.
Communicate outcomes and next steps clearly to stakeholders, including regular updates to the Head of Debt Collection.
Desired Qualifications
Experience with debt collection processes.
Interest in automation and practical technology improvements, including rules-based case allocation, workflow tools, and customer communications; curiosity about artificial intelligence is a plus.
Working experience with Power BI, SQL, or similar tools.
About the Company
Mogo is Kenya's fast-scaling fintech - part of Eleving Group, a global financial services platform operating across 16+ countries. We are redefining access to vehicle financing, microfinance, and smartphone financing for everyday Kenyans. Our mission is simple: make progress accessible.
We are dedicated to fostering upward social mobility in diverse communities by providing credit access to entrepreneurs who are often excluded from traditional banking. Through a combination of asset financing, fintech innovations, AI-based underwriting, and proprietary car portals, we empower local entrepreneurs, such as motorcycle taxi riders, Uber/Bolt drivers, and small business owners, to purchase their own vehicles and obtain loans to expand their businesses.
About the Role
We are looking for a data-driven and hands-on Debt Collection Process Lead to design, optimize, and manage end-to-end collections workflows for vehicle and device finance in Kenya.
In this role, you will lead initiatives that strengthen the customer repayment experience while ensuring collections operations remain efficient, compliant, and scalable. On a day-to-day basis, you will work closely with the Head of Debt Collection and partner teams across Credit/Risk, Customer Service, Product/IT, and Legal to turn data insights into operational improvements.
This is a high-impact role for someone who is proactive, structured, and takes full ownership.
What You Will Do
Process design & optimization
Design and continuously improve consumer collections processes across all delinquency stages
Introduce and scale automation (case allocation rules, workflows, customer communications) and explore robotics/AI use cases to improve efficiency and cost-to-collect.
Audit current workflows, improve them end-to-end (test and implement changes), and design new processes where needed.
Documentation & training
Create and maintain SOPs, playbooks, and training materials to ensure consistent execution across internal teams and external partners (if applicable).
Support onboarding and continuous training for collections agents and related stakeholders.
Cross-functional delivery
Partner with Customer Service, Credit/Risk, Product/IT, Legal, and any BPO/agency partners to implement data-driven collections improvements.
Coordinate testing and rollouts of new strategies, communications, tooling changes, and policy updates.
Continuous improvement
Use customer feedback, agent input, and performance analytics to identify bottlenecks (e.g., contractability, broken PTP, queue management, dispute handling).
Propose improvements, drive execution, and track impact through clear initiatives and timelines.
Compliance & governance
Ensure processes, scripts, and customer communication standards meet local regulatory requirements and internal policies.
Maintain alignment with consumer protection principles, complaint handling expectations, and audit readiness.
Performance measurement & reporting
Monitor performance metrics and initiative results using tools such as Power BI and SQL (or equivalent reporting systems).
Communicate outcomes and next steps clearly to stakeholders, including regular updates to the Head of Debt Collection.
What You Have
Must-Haves (Required)
Experience in improving operational processes
Comfortable working with data and dashboards to understand performance and track results (strong Excel skills).
Ability to work with different teams and get things done together (Customer Service, Credit/Risk, Product/IT, Legal, and external partners when needed).
Strong sense of ownership, with good communication and stakeholder management skills.
Willingness to relocate to Nairobi (Kenya).
Preferred
Experience with debt collection processes.
Interest in automation and practical tech improvements (rules-based case allocation, workflow tools, customer communications; curiosity about AI is a plus).
Working experience with Power BI, SQL, or similar tools.
What We Offer
Results-oriented bonus system.
Housing allowance and periodic flights back to your home country.