Head of Collections

We are recruiting to fill the position below:

Job Title: Head of Collections - Strategy, Transformation & Performance

Location: Lagos

Job Description
End-to-End Ownership:

• Own outcomes, not activities or excuses
• Actively shape upstream inputs (Risk, Product, CX, Tech) to improve downstream collections performance
• Full accountability for cash collected, arrears, roll-rates, PAR/NPL, and recovery economics

Strategy & System Design:
Design and execute a multi-horizon collections strategy:

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

Build structured approaches to:

• Segmentation-driven treatment strategies
• Early vs late-stage collections
• 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:

• Demand transparent, decision-ready reporting with clear accountability
• Treatment effectiveness measurement
• Unit economics and ROI of collections actions
• Roll-rate optimisation
• Behavioural analytics

Team & Bench Strength:

• Upgrade talent decisively where required
• Build a high-calibre leadership bench within Collections
• Create a culture of accountability, ownership, and continuous improvement
• Develop leaders, not just agents

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:

• Reduce escalations through system fixes, not firefighting
• Improve collections outcomes without damaging long-term customer value
• Balance firmness with fairness through smarter design, not leniency

Time-Bound Success Expectations:
First 90 Days (Stabilise & Diagnose):

• Deliver a credible, data-backed transformation roadmap with priorities and owners
• Identify and begin fixing the highest-impact structural blockers
• Take full ownership of collections performance and escalations
• Establish clear visibility on cash, arrears, roll-rates, and recovery drivers
• Reset accountability standards and leadership expectations within the team

First 6 Months (Deliver Step-Change):

• Reduce escalations and repeat failure points through system and process redesign
• Implement segmentation-driven treatment strategies at scale
• Strengthen leadership bench with clear successors and upgraded capability
• Demonstrate measurable improvement in:
  • Cash-to-arrears and cash-to-instalment ratios
  • Late-stage roll-rates
  • Cash collected

Requirements

• Senior leadership experience in collections within lending, fintech, or credit-led businesses
• Minimum of first degree in any related field of study.
• Proven track record of turning around or materially improving collections performance
• Minimum of 8 years proven experience in Collections with good leadership experience
• Experience operating in data-rich, fast-moving environments

Mindset & Traits:

• Strong personal ownership — “the buck stops with me”
• Willing to challenge peers and leadership when required
• Proactive, commercially minded, and decisive
• Low tolerance for excuses; high tolerance for accountability.
• Comfortable with ambiguity and transformation
• Builder, not caretaker

Benefits

• Training & Development.
• Private Health Insurance.
• Hybrid Work Model.
• Paid Time Off.
• Pension Plan.