Reporting to: Operation Executive – Kenya

Purpose of role:

To lead, motivate and develop the employees, taking responsibility for their development and maximising the productivity, compliance to legal and contractual obligations (SLA’s) and effectiveness of the area with the goal to maximise the net recoveries. To manage portfolios as assigned, as well as the relationship between Operations and the respective Client Executive and the Client itself. To ensure books assigned are worked optimally and that targets as set out, are achieved.

Location: Nairobi, Kenya


Under the management / direction of the Operations Executive, the Operations Manager will have the following responsibilities (including but not limited to):

• Meet or exceed Internal Collections Key Performance Indicators through effective management of People, Processes, and Technology within operating budget

• Execute and take ownership of collections strategies / Book management

• Daily portfolio analysis, identification and execution of relevant campaigns to maximize collections (including but not limited to daily automated campaign compliance and campaign completion)

• Design and execute operational tactics

• Ensure that resources are adequately trained, developed and supported

• Active management of Team Managers to ensure consistent agent performance management compliance

• Responsible for maintaining key strategic relationships with the Executives, Senior Managers, and support staff

• Deploy continuous process improvement to enhance the efficiency and effectiveness of existing resources

• Ensure the Collections Call Centre is delivering according to operational plans and goals, within the operating budget

• Ensure Call Centre productivity is optimized through hands-on management of the team and introduction of best practices

• Administrative processes are implemented to enable smooth running of the department

• Monitoring and performance management of daily production

• Strategic and best practice thought-leadership within the Collections Call Centre to enhance operational competencies

• Compile and produce relevant reporting and analysis in order to maximize results

• Ensure staff are led and managed optimally and Performance Management applied consistently

• Coach and mentor staff in line with the Nimble Group Values

• Client interaction from time to time pertaining to portfolio performance, etc.


• Minimum 5 years in a management position

• Management reporting experience

• Client Liaison at management level experience advantageous

• Experience in the Credit & Collections industry with proven successful track record

• Exposure to handling of challenging operational issues in a collections environment

• Experience in managing teams in excess of 80 staff

• Experience in strategy design and execution

• Dialler experience

• High level computer literacy & efficiency


• Ability to think creatively & innovatively within area of accountability

• Ability to solve problems and be solution orientated

• Ability to think & act systemically & strategically

• Self-monitoring, personal management & self-discipline

• Learning agility & adaptability

• Patience, endurance & tenacity

• Business acumen

• Sense of personal accountability & internal locus of control.

• Leverage Risks and Opportunities

• Assertive approach. Drives results

• Cultivating Productive Relationships

• Excellent verbal, written and facilitation communication skills

• Capacity to collaborate, integrate & facilitate teamwork

• Ability to work under pressure

• Planning, scheduling and organizing skills