Debt Collection Process Lead

The role

The Debt Collection Process Lead will design, optimize, and manage end-to-end collections workflows for vehicle and device finance in Kenya. This role involves improving processes through automation, documentation, and cross-functional collaboration.

What you will do

• Design and improve consumer collections processes across all delinquency stages.
• Introduce and scale automation and explore robotics/AI use cases.
• Audit and improve current workflows.
• Create and maintain SOPs, playbooks, and training materials.
• Support onboarding and continuous training for collections agents and stakeholders.
• Partner with Customer Service, Credit/Risk, Product/IT, Legal, and BPO/agency partners.
• Coordinate testing and rollouts of new strategies, communications, and tooling.
• Use feedback and analytics to identify and resolve bottlenecks.
• Ensure processes and communications meet local regulatory requirements and internal policies.
• Monitor performance metrics using tools such as Power BI and SQL.

Required qualifications

• 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
• Strong sense of ownership
• Good communication and stakeholder management skills
• Willingness to relocate to Nairobi (Kenya)

Nice to have

• Experience with debt collection processes
• Interest in automation and practical tech improvements
• Curiosity about AI is a plus
• Working experience with Power BI, SQL, or similar tools

Benefits

• Results-oriented bonus system
• Housing allowance
• Periodic flights back to your home country
• Relocation support (flights to Nairobi, visas)
• Health insurance

About the company

Mogo is Kenya's fast-scaling fintech and part of Eleving Group. They provide access to vehicle financing, microfinance, and smartphone financing to empower local entrepreneurs.