Manager, Collections Support and Governance

I&M Bank Kenya Limited is a financial institution founded in 1974, offering a wide range of banking and financial services.

The Manager, Collections Support and Governance at I&M Bank Ltd is responsible for overseeing the collections and recoveries functions. This includes managing governance, computing scorecard data, reporting daily performance, analyzing restructure requests, and reviewing discounts before approval. The role also involves conducting quality checks, training the team on processes and products, performing root cause analysis for complaints, monitoring calls to improve quality, and approving invoices.

1. Manage daily collections activities and MIS, including scorecard data simulations.
2. Handle all retail collections complaints, ensuring timely resolution, conducting RCA, and sharing lessons learned.
3. Validate and approve invoices, ensuring compliance with agency SLAs.
4. Recommend restructure accounts for approval after detailed financial review and client callback.
5. Manage the retail collections training calendar, keeping the team updated on products, enhancements, and processes.
6. Conduct weekly/monthly quality checks on collections processes (e.g., restructures, deceased accounts) and provide immediate feedback.
7. Perform monthly call monitoring for collections officers to enhance call quality and provide feedback for skill improvement.
8. Oversee all processes strategically to ensure compliance.
9. Review and recommend changes in collections and recoveries strategies and processes to align with trends.
10. Constantly review and recommend changes to collections procedure manuals.
11. Ensure all set controls within the Retail Collections unit are functioning as expected through quality checks.
12. Maintain and analyze MIS related to account performance, escalating trends for policy and governance input.
13. Highlight credit failures as a first point of contact to provide lessons learned for improving the credit approval process.
14. Prepare and share daily KPI and monthly target/achievement performance data for collections staff with team leaders for reviews.
15. Train the collections team on complaints handling, products, processes, and new trends to improve performance.
16. Carry out independent quality checks on all collections activities and promptly raise any flaws.
17. Manage stakeholders regarding client complaints, agency SLA reviews, and process reviews, providing necessary support.
18. Manage collections staff as the team grows, monitoring their daily performance.
19. Prepare and submit all reports on time to aid decision-making.
20. Manage collections reports and share them with collections managers for decision-making.
21. Document any process gaps and immediately escalate to stakeholders.
22. Manage portfolio data and constantly share capacity requirements with management.
23. Develop reports showing at-risk portfolios and independently track system allocation versus data dumps to ensure all accounts are assigned.

1. Bachelor’s degree in Business, Finance, or Accounting.
2. At least 5 years of relevant experience in a high-volume Debt recovery/Collections unit.
3. Good negotiation and communication skills.
4. Full knowledge of Retail Products.
5. Proficiency in computer skills with knowledge of credit MIS.
6. Good time management and people management skills.
7. Strong analytical skills and attention to detail.
8. Basic banking knowledge and fair understanding of prudential guidelines.