Collections and Recoveries Manager

  • Full Time
  • Lusaka


Collections and Recoveries Manager

JOB TITLE: Collections & Recoveries Manager


The Collections Manager will be responsible for helping Lupiya collect repayments as quickly as possible, reducing cash-flow issues and allowing for smooth business operation.

The Collections Manager will be in contact with Lupiya Customers – debtors daily, to claim outstanding loans when required.

S/he will assists in the coordination of collection systems and procedures following the policies and procedures of Lupiya.

The role reports to the Chief Operations Officer


  1. Team Leadership:

– Supervise and mentor a team of collections officers, providing guidance, training, and support to ensure their success.

– Set performance expectations, establish goals, and monitor individual and team performance.

– Conduct regular performance evaluations and provide constructive feedback to enhance performance and professional development.

  1. Collections Strategy and Planning:

– Develop and implement effective collections strategies, policies, and procedures to maximize recovery rates and minimize delinquency.

– Analyze and identify trends, patterns, and opportunities to optimize collection performance and enhance efficiency.

– Collaborate with other departments, such as Risk Management and Finance, to align collections strategies with overall company objectives.

  1. Relationship Management:

– Oversee the maintenance of positive relationships with borrowers, ensuring a high level of customer satisfaction and retention.

– Handle escalated borrower inquiries, complaints, and complex cases, providing timely and effective resolutions.

– Collaborate with internal teams, such as Customer Service and Legal, to address borrower concerns and ensure compliance with regulations.

  1. Reporting and Analysis:

– Generate regular reports and analyses on key collection metrics, such as delinquency rates, recovery rates, and aging reports.

– Utilize data-driven insights to identify areas for improvement and develop strategies to optimize collections performance.

– Present findings and recommendations to senior management to support informed decision-making.

  1. Compliance and Risk Management:

– Ensure compliance with applicable laws, regulations, and company policies during the collections process.

– Stay updated on industry regulations and best practices, implementing necessary changes to maintain compliance.

– Collaborate with the Risk Management team to identify potential risks and implement appropriate mitigation strategies.


– Bachelor’s degree in finance, business administration, or a related field. Master’s degree is a plus.

– Proven experience in collections management within the fintech or financial services industry.

– Strong leadership skills, with a track record of successfully managing and motivating teams.

– In-depth knowledge of collections best practices, including strategies for delinquency reduction and recovery optimization.

– Excellent analytical and problem-solving abilities, with a focus on data-driven decision-making.

– Strong understanding of relevant laws, regulations, and industry standards related to collections and debt recovery.

– Proficiency in using collections management software and CRM systems.

– Excellent communication and interpersonal skills, with the ability to handle difficult conversations and negotiate effectively.

– Ability to prioritize tasks, meet deadlines, and work in a fast-paced environment.

– Knowledge of lending and credit risk principles is a plus.

Interested candidates should send their CVs

To apply for this job please visit

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