About the role

The Global Head of Portfolio Performance is accountable for the end-to-end management of the portfolio lifecycle across all electric markets. This role ensures that credit is issued responsibly, monitored effectively, and recovered efficiently — safeguarding both portfolio quality and investor confidence. It blends strategic credit ownership, analytical insight, and field execution — ensuring repayment excellence through robust processes, cross-functional collaboration, and disciplined operational follow-through.

Duties and Responsibilities

Portfolio Strategy, Lifecycle & Investor Risk Management

• Own the end-to-end credit lifecycle, from credit assessment and onboarding to repayment, collections, and recovery, ensuring strict adherence to company policies and investor standards.
• Serve as the internal owner of the portfolio strategy, fostering alignment across commercial, CX, finance, and strategy teams to balance portfolio growth with credit quality.
• Establish, refine, and implement credit risk management frameworks, including credit scoring, approval protocols, limits, and collections standards.
• Lead data-driven reporting and proactive mitigation of risks to investor returns.
• Develop and continuously improve delinquency and repayment models, identifying early warning signs and trends that inform business decisions.
• Translate credit insights into operational adjustments, new pay plan structures, or product and sales process refinements that enhance repayment outcomes.

Portfolio Health Monitoring & Interventions

• Continuously monitor the credit health of country portfolios, identifying underperforming markets, sales agents, or customer segments.
• Lead targeted portfolio interventions — including repayment campaigns, training, restructuring, or process audits — to boost collection rates and reduce delinquency.
• Drive continuous improvement in portfolio management, reducing write-offs and optimizing debt recovery in alignment with commercial and finance targets.
• Partner with regional and country teams to ensure consistent performance discipline and accountability.

Risk Analysis & Mitigation

• Conduct detailed analysis of credit performance to identify risks related to creditworthiness, repayment behavior, and macroeconomic factors affecting customers’ ability to pay.
• Develop and maintain portfolio risk dashboards (e.g., PAR, default, ECL) to inform management and investor reporting.
• Recommend and implement risk mitigation strategies, such as improved customer vetting, data verification, and enhanced pay plan designs.

Debt Recovery & Collection Strategies

• Design and execute comprehensive recovery and collections frameworks that minimize delinquency and optimize repayment efficiency.
• Manage both call center and field-based collection operations, including repossessions, settlements, and customer win-back initiatives.
• Create segmented collection strategies tailored to customer demographics and payment behavior, balancing empathy and enforcement.
• Ensure standardized Policies, SOPs, scripts, and incentive systems that support responsible yet effective collections.

Field Audit & Sales Quality Control

• Lead a team of field auditors to verify customer authenticity, sales quality, and compliance with credit processes.
• Implement post-sale audits and customer revisits to detect fraudulent or poor-quality sales and recommend corrective actions.
• Collaborate with Commercial and CX teams to close the loop on sales and service issues impacting repayment behavior.

Analytics, Insights & CX Alignment

• Manage a team of credit and data analysts to generate actionable insights on repayment trends, delinquency patterns, and customer risk profiles.
• Work closely with cross functional teams to ensure operational or product issues linked to repayment are quickly resolved.
• Use data analytics tools (Power BI, SQL, Excel) to enhance visibility and data-driven decision making across the organization.

Stakeholder Management & Reporting

• Provide regular, data-backed updates to senior leadership, investors, and the Board on portfolio health, delinquency risk, and recovery progress.
• Build strong collaboration with Finance, Sales, and Commercial teams to ensure operational alignment.
• Lead quarterly portfolio reviews with country and regional leadership teams to assess credit quality, repayment progress, and intervention outcomes.

Team Leadership & Culture Building

• Lead and mentor a multidisciplinary team spanning CX, collections, auditors, and analysts, fostering accountability and ownership.
• Set clear performance targets for repayment, delinquency reduction, and recovery efficiency.
• Build a culture of integrity, precision, and proactive problem-solving within the credit organization.

• Own the end-to-end credit lifecycle, from credit assessment and onboarding to repayment, collections, and recovery, ensuring strict adherence to company policies and investor standards.
• Serve as the internal owner of the portfolio strategy, fostering alignment across commercial, CX, finance, and strategy teams to balance portfolio growth with credit quality.
• Establish, refine, and implement credit risk management frameworks, including credit scoring, approval protocols, limits, and collections standards.
• Lead data-driven reporting and proactive mitigation of risks to investor returns.
• Develop and continuously improve delinquency and repayment models, identifying early warning signs and trends that inform business decisions.
• Translate credit insights into operational adjustments, new pay plan structures, or product and sales process refinements that enhance repayment outcomes.
• Continuously monitor the credit health of country portfolios, identifying underperforming markets, sales agents, or customer segments.
• Lead targeted portfolio interventions — including repayment campaigns, training, restructuring, or process audits — to boost collection rates and reduce delinquency.
• Drive continuous improvement in portfolio management, reducing write-offs and optimizing debt recovery in alignment with commercial and finance targets.
• Partner with regional and country teams to ensure consistent performance discipline and accountability.
• Conduct detailed analysis of credit performance to identify risks related to creditworthiness, repayment behavior, and macroeconomic factors affecting customers’ ability to pay.
• Develop and maintain portfolio risk dashboards (e.g., PAR, default, ECL) to inform management and investor reporting.
• Recommend and implement risk mitigation strategies, such as improved customer vetting, data verification, and enhanced pay plan designs.
• Design and execute comprehensive recovery and collections frameworks that minimize delinquency and optimize repayment efficiency.
• Manage both call center and field-based collection operations, including repossessions, settlements, and customer win-back initiatives.
• Create segmented collection strategies tailored to customer demographics and payment behavior, balancing empathy and enforcement.
• Ensure standardized Policies, SOPs, scripts, and incentive systems that support responsible yet effective collections.
• Lead a team of field auditors to verify customer authenticity, sales quality, and compliance with credit processes.
• Implement post-sale audits and customer revisits to detect fraudulent or poor-quality sales and recommend corrective actions.
• Collaborate with Commercial and CX teams to close the loop on sales and service issues impacting repayment behavior.
• Manage a team of credit and data analysts to generate actionable insights on repayment trends, delinquency patterns, and customer risk profiles.
• Work closely with cross functional teams to ensure operational or product issues linked to repayment are quickly resolved.
• Use data analytics tools (Power BI, SQL, Excel) to enhance visibility and data-driven decision making across the organization.
• Provide regular, data-backed updates to senior leadership, investors, and the Board on portfolio health, delinquency risk, and recovery progress.
• Build strong collaboration with Finance, Sales, and Commercial teams to ensure operational alignment.
• Lead quarterly portfolio reviews with country and regional leadership teams to assess credit quality, repayment progress, and intervention outcomes.
• Lead and mentor a multidisciplinary team spanning CX, collections, auditors, and analysts, fostering accountability and ownership.
• Set clear performance targets for repayment, delinquency reduction, and recovery efficiency.
• Build a culture of integrity, precision, and proactive problem-solving within the credit organization.

• Project portfolio management
• Performance analytics
• Commercial strategy
• Cross-functional leadership
• Credit assessment
• Credit onboarding
• Repayment monitoring
• Collections
• Recovery
• Credit risk management
• Credit scoring
• Approval protocols
• Limits setting
• Collections standards
• Data-driven reporting
• Risk mitigation
• Delinquency modeling
• Repayment modeling
• Operational adjustments
• Pay plan structures
• Product refinement
• Sales process refinement
• Portfolio health monitoring
• Portfolio interventions
• Repayment campaigns
• Training
• Restructuring
• Process audits
• Debt recovery
• Debt collection
• Field audits
• Sales quality control
• Customer vetting
• Data verification
• Call center operations
• Field-based collection operations
• Repossessions
• Settlements
• Customer win-back initiatives
• Segmented collection strategies
• Standardized Policies
• SOPs
• Scripts
• Incentive systems
• Customer authenticity verification
• Sales quality verification
• Credit process compliance
• Post-sale audits
• Customer revisits
• Fraud detection
• Corrective actions
• Credit and data analysis
• Actionable insights generation
• Repayment trend analysis
• Delinquency pattern analysis
• Customer risk profiling
• Data analytics tools (Power BI, SQL, Excel)
• Stakeholder management
• Investor reporting
• Board reporting
• Team leadership
• Mentoring
• Performance target setting
• Culture building

• Skilled in project portfolio management, performance analytics, commercial strategy, and cross-functional leadership.
• Experience with data analytics tools (Power BI, SQL, Excel).