Background

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.

Role Overview

The role entails management of the collections and recoveries duties relating to governance, scorecard data computations and daily performance progress reporting, analysis of the restructure requests, discounts reviews prior to approval, Quality checks, Team training on processes and products, conducting complaints RCA and sharing lessons learnt, call monitoring with the aim of improving call quality and invoice approvals.

Qualifications & Experience

• Bachelor’s degree in Business, Finance or Accounting.
• At least 5 years’ relevant experience in high volume Debt recovery/Collections unit.
• Good negotiation and communications skills.
• Full knowledge of Retail Products.
• Good computer skills with Knowledge of credit MIS.
• Good time management and people management skills.
• Strong analytical skills and attention to details.
• Basic banking and fair knowledge of prudential guidelines.

• Management of day to day collections activities;
• Manage collections and recoveries MIS including scorecard data simulations.
• Manage all complaints within retail collections, ensure timely resolution, Conduct RCA and share lessons learnt with all stakeholders.
• Validate and approve all invoices and ensure agencies SLA’s are complied with.
• Recommend restructure accounts for approval after a detailed review of the client’s financials and independent call back to establish financial difficulty.
• Manage the retail collections training Calander and ensure the team is appraised of all new products, enhancements and processes.
• Conduct weekly/monthly quality checks on collections processes for example restructures, deceased, etc and provide immediate feedback.
• Conduct MOM call monitoring for the collections officers with the aim of enhancing call quality and proving feedback to the team to improve on the collection’s skills.
• Strategically oversee all processes and ensure compliance.
• Support in collections strategy, processes, system and controls;
• Review and recommend changes in collections and Recoveries strategies and processes to align to the trends.
• Constantly review collections procedure manuals and recommend changes whenever the need arises.
• Ensure all set controls within Retail Collections unit are working as expected by conducting quality checks.
• Maintain and analyze MIS relating to performance of accounts and escalate trends for input to policy and governance team.
• Highlight any credit failures as first level of contact with these issues to provide lessons learnt to improve the credit approval process.
• People management and training;
• Prepare and share performance data relating to collections staff daily KPI’S and monthly targets/achievements to the team leaders for performance reviews
• Train collections team on complaints handling, products, processes and any new trends with the aim of improving performance.
• Carry out independent quality checks on all collections activities and raise any flaws timely.
• Manage stakeholders especially relating to client complaints, agency SLA reviews and process reviews and provide all necessary support.
• Manage Collections staff as the team grows and monitor their daily performance.
• MIS/Reporting and Stakeholder management;
• Prepare and submit all reports on time to aid decision making.
• Manage collections reports and share with the collections managers for decision making.
• Document any gaps in the processes and immediately escalate to all stakeholders as may be required.
• Manage portfolio data and constantly share capacity requirements to management for decision making.
• Develop reports that will show all portfolios at risk and independently track system allocation versus data dumps to ensure all accounts are assigned.

• Good negotiation and communications skills.
• Full knowledge of Retail Products.
• Good computer skills with Knowledge of credit MIS.
• Good time management and people management skills.
• Strong analytical skills and attention to details.
• Basic banking and fair knowledge of prudential guidelines.

• Bachelor’s degree in Business, Finance or Accounting.