Company Info
Carbon is a pan-African digital bank with a mission to provide friction-free finance to its customers. Carbon promises to play a fundamental role in its customers’ lives wherever they are, with flexible solutions. We pride ourselves on our efficiency and with just $10mm of equity raised in 2015, we have disbursed over $100m in loans and earned more than $30mm in revenue over the last 2 years. Carbon has operations in Ghana, Kenya, and Nigeria, supported by a talented team spread between Lagos, Nairobi, London, Argentina, and Palo Alto so we operate with a remote-first mindset.
Title: Portfolio Strategy Manager
Location: Lagos
Employment: Type Full-Time
Department: Collections
About the Role
- We seek a Portfolio Strategy Manager to oversee Collections & Recovery activities.
- You will be accountable for the design & implementation of short, medium, and long-term plans to ensure that Collections and Recoveries activities meet customer needs & regulatory requirements, as well as achievement of the agreed business objectives with a strong awareness and focus on Risk and Regulation including Conduct Risk Framework.
- This position works with at least three additional departments while reporting directly to the MD.
- 70% of the work is analytical, focusing on researching customer journeys, generating insights from our vast data warehouse, and performing A/B tests to optimize key target metrics.
- The ideal candidate will have significant experience working with data, and running multiple experiments. You must be familiar with standard analytical tools such as SQL, Tableau, and other data analysis/visualization software. will also be responsible for maximizing the effectiveness and efficiency of the people, systems, outsourced partners, balances, and processes that they have control over.
Responsibilities
- Develop and manage the collections policy, process, and procedures to ensure we are building a best-in-class approach to collections and recovery.
- Lead, manage, and coach the collections and recoveries team to drive and optimize performance against agreed business objectives.
- Manage the inbound and outbound collections contact strategy, as well as ensure the contact quality meets the required standards.
- Manage 3rd party relationships to support recovery activities and collaborate closely with Customer Support, Credit Risk, Product, Legal, Finance, and Operations team.
- Generate A/B tests to evaluate hypotheses garnered from research
- Continually identify ways to improve collections activities and follow through to implementation.
- Establish and develop team and individual goals and KPIs that support the overall business objectives and Prepare weekly and monthly performance reports.
- Devise alternate and out-of-the-box strategies to maximize recoveries, such as securitizations, debt sales, or loan forgiveness programs.
- Ensuring an effective and value-adding end-to-end operating model and associated processes and policies – driving optimal bad debt performance, balanced with a customer-centric experience – including the introduction & integration of self-serve, automated & digital solutions which enhance the customer journey & experience as well as driving business efficiency.
- Drive the performance management framework of the collections and recovery teams, ensuring appropriate incentives, training & development, and performance improvement plans are implemented and monitored;
- Evaluate and review NPL and Roll Rate reports and initiate and/or make recommendations for remedial action as required with collectors.
- Ensure that management is informed immediately of any challenges, system problems, or customer difficulties that may be experienced in Credit & Collections daily.
- Strictly adhere to all company policies, procedures, and practices as updated from time to time.
Requirements:
- A Bachelor’s Degree or its equivalent.
- Experience working within a Financial Services Company preferably Lending or a similar environment in a similar role.
- Must have at least 5 years of experience working with data.
- Strong commercial awareness, and experience in managing projects, and leading teams in a customer-focused environment.
- Strong Problem Solving and Quantitative analysis skills
- Experience in implementing new technologies in a service environment, including CRMs, workflow tools, and dialer/contact center solutions to improve productivity.
- Well-developed oral and written communication skills adjusting and applying these to suit the situation and audience. This includes succinctly articulating potentially complex situations in a manner that can be readily understood.
- Exceptional use of analytical and data visualization tools.
Benefits
- A great and upbeat work environment populated by a multinational team.
- Potential to work in different geographies.
- Health Insurance.
- Life Insurance
- Career development & Growth.
- Offer a remote working option.
Deadline: Not Specified.
How to Apply: Interested and qualified candidates should Click Here to apply online
Recruitment process
- Interview with the People team
- Case Study (Assessment)
- Interview.