• Application Deadline:
• Position: Head of Collections - Strategy, Transformation & Performance



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 8 years



• Location Lagos




• Job Field Risk Management & Compliance 
  
  

Job Responsibilities

End-to-End Ownership

• Full accountability for cash collected, arrears, roll-rates, PAR/NPL, and recovery economics


• Own outcomes, not activities or excuses


• Actively shape upstream inputs (Risk, Product, CX, Tech) to improve downstream collections performance

Strategy & System Design

Design and execute a multi-horizon collections strategy:

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  • Short-term cash optimisation
  
  
  • Mid-term recovery improvement
  
  
  • Long-term customer behaviour change
  
  
  
  

Build structured approaches to:

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  • Early vs late-stage collections
  
  
  • Segmentation-driven treatment strategies
  
  
  • Behavioural and incentive-based interventions
  
  
  
  

Introduce clear experimentation frameworks (control vs test, ROI-driven rollouts)

Data-Led Decision Making

Use data to drive decisions

Partner deeply with Risk and Data Science on:

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  • Roll-rate optimisation
  
  
  • Behavioural analytics
  
  
  • Treatment effectiveness measurement
  
  
  • Unit economics and ROI of collections actions
  
  
  
  


• Demand transparent, decision-ready reporting with clear accountability

Team & Bench Strength

• Build a high-calibre leadership bench within Collections


• Upgrade talent decisively where required


• Develop leaders, not just agents


• Create a culture of accountability, ownership, and continuous improvement

Cross-Functional Leadership

• Actively influence Product, Risk, Tech, and CX — do not wait for alignment


• Challenge constructively where design or policy decisions harm recoveries


• Be a respected, firm voice at senior leadership and ExCo forums

Customer & Brand Balance

• Improve collections outcomes without damaging long-term customer value


• Reduce escalations through system fixes, not firefighting


• Balance firmness with fairness through smarter design, not leniency

Time-Bound Success Expectations

First 90 Days (Stabilise & Diagnose)

• Take full ownership of collections performance and escalations


• Establish clear visibility on cash, arrears, roll-rates, and recovery drivers


• Identify and begin fixing the highest-impact structural blockers


• Deliver a credible, data-backed transformation roadmap with priorities and owners


• Reset accountability standards and leadership expectations within the team

First 6 Months (Deliver Step-Change)

• Demonstrate measurable improvement in:
  
  
  
  
  • Cash collected
  
  
  • Cash-to-arrears and cash-to-instalment ratios
  
  
  • Late-stage roll-rates
  
  
  
  


• Implement segmentation-driven treatment strategies at scale


• Reduce escalations and repeat failure points through system and process redesign


• Strengthen leadership bench with clear successors and upgraded capability

Requirements

• Minimum of first degree in any related field of study.


• Minimum of 8 years proven experience in Collections with good leadership experience.


• Senior leadership experience in collections within lending, fintech, or credit-led businesses


• Proven track record of turning around or materially improving collections performance


• Experience operating in data-rich, fast-moving environments

Mindset & Traits

• Builder, not caretaker


• Strong personal ownership — “the buck stops with me”


• Comfortable with ambiguity and transformation


• Proactive, commercially minded, and decisive


• Willing to challenge peers and leadership when required


• Low tolerance for excuses; high tolerance for accountability