We are a fast-growing fintech company expanding our Credit operations in Zambia.

Our mission is to build efficient, technology-driven lending products while maintaining strong portfolio quality and customer-centric recovery strategies.

We are looking for a Head of Collections who will lead, scale, and optimize end-to-end Collection processes, build a high-performing team, and ensure sustainable portfolio performance through data-driven strategies and operational excellence.

Key Responsibilities:

• Lead and manage end-to-end collections processes (early, soft, and hard collections);
• Monitor missed payments, cure rates, roll rates, and delinquency trends;
• Recruit, manage, and coach the Collections Team to achieve daily, weekly, and monthly KPIs;
• Oversee inbound and outbound call operations, scripts, tone, and quality standards;
• Develop, maintain, and continuously improve SOPs for DPD 1–30+ treatment flows;
• Handle complex client escalations and design realistic repayment solutions;
• Manage and optimise dialers, CRM systems, and automation tools;
• Prepare weekly collection reports, portfolio insights, and cash-flow forecasts;
• Analyse borrower behaviour and continuously improve collection strategies;
• Coordinate and control external tracing agencies or legal partners (if applicable);
• Ensure local regulatory compliance, proper documentation, call monitoring, and QA controls.

Requirements:

• 3+ years of experience in Collections within microfinance, microlending, or digital lending;
• 1–2+ years in a leadership or supervisory role within Collections;
• Strong understanding of short-term and instalment-based repayment models;
• Solid analytical skills with the ability to translate data into operational actions;
• High level of ownership, discipline, and people leadership;
• Experience with CRM systems, dialers, or collection automation tools is a strong advantage;
• Understanding of local borrower behaviour and cultural specifics in Zambia is highly preferred;
• English — fluent (main working language).

What We Offer:

• Office-based role in Lusaka, Zambia;
• Competitive salary aligned with the local market + performance-based incentives;
• Opportunity to influence and build scalable collection operations;
• Direct impact on portfolio quality and business growth.

Why Join Us:

• Real ownership of the entire collections function;
• Ability to implement modern fintech tools and automation;
• Strong leadership visibility and growth opportunities;
• High-impact role in a rapidly developing lending market.

Join us and let’s conquer new heights together!

• Lead and manage end-to-end collections processes (early, soft, and hard collections);
• Monitor missed payments, cure rates, roll rates, and delinquency trends;
• Recruit, manage, and coach the Collections Team to achieve daily, weekly, and monthly KPIs;
• Oversee inbound and outbound call operations, scripts, tone, and quality standards;
• Develop, maintain, and continuously improve SOPs for DPD 1–30+ treatment flows;
• Handle complex client escalations and design realistic repayment solutions;
• Manage and optimise dialers, CRM systems, and automation tools;
• Prepare weekly collection reports, portfolio insights, and cash-flow forecasts;
• Analyse borrower behaviour and continuously improve collection strategies;
• Coordinate and control external tracing agencies or legal partners (if applicable);
• Ensure local regulatory compliance, proper documentation, call monitoring, and QA controls.

• Strong understanding of short-term and instalment-based repayment models;
• Solid analytical skills with the ability to translate data into operational actions;
• High level of ownership, discipline, and people leadership;
• Experience with CRM systems, dialers, or collection automation tools is a strong advantage;
• Understanding of local borrower behaviour and cultural specifics in Zambia is highly preferred;
• English — fluent (main working language).

• 3+ years of experience in Collections within microfinance, microlending, or digital lending;
• 1–2+ years in a leadership or supervisory role within Collections;