Debt Collection Process Lead

MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. We are a world-class, reliable, and internationally trusted partner, expanding access to finance in Kenya to promote upward social mobility. Our portfolio encompasses a range of financial products, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing.

Since entering the Kenyan market in 2019, we have financed over 100,000 vehicles and served over 50,000 satisfied customers. In June 2024, our new motorcycle financing issuances surpassed the 230 million Kenya shilling mark. 

Our growth is attributed to a focused market growth strategy, a strong emphasis on data and technology, and robust risk management structures. We process loan requests within 24 hours and offer flexible repayment terms of up to 60 months.

Our mission is to provide convenient and affordable financing solutions to our customers, backed by a lowest price guarantee. 

MOGO is one of the few financial companies globally that finances cars of any age, brand, or model. We empower our customers to choose vehicles from trusted dealerships through our user-friendly online car portal. 

Mogo Auto Limited recently signed a commitment letter with Development Finance Corporation (DFC), for a $10 million loan to finance electric vehicles in Kenya. 

Our goal is to facilitate upward social mobility across Kenyan communities by providing innovative and sustainable financial solutions. We strive to build mutually beneficial partnerships with our customers, helping them find the best deals and guiding them through the purchasing process. 

Join us - you'll love working in a collaborative and non-bureaucratic environment that is fun yet stable and sustainable.

We are looking for a data-driven and hands-on Debt Collection Process Lead to design, optimize, and manage end-to-end collections workflows for vehicle and device finance in Kenya.

In this role, you will lead initiatives that strengthen the customer repayment experience while ensuring collections operations remain efficient, compliant, and scalable. On a day-to-day basis, you will work closely with the Head of Debt Collection and partner teams across Credit/Risk, Customer Service, Product/IT, and Legal to turn data insights into operational improvements.

This is a high-impact role for someone who is proactive, structured, and takes full ownership.

Process design & optimization

• Design and continuously improve consumer collections processes across all delinquency stages
• Introduce and scale automation (case allocation rules, workflows, customer communications) and explore robotics/AI use cases to improve efficiency and cost-to-collect.
• Audit current workflows, improve them end-to-end (test and implement changes), and design new processes where needed.

Documentation & training

• Create and maintain SOPs, playbooks, and training materials to ensure consistent execution across internal teams and external partners (if applicable).
• Support onboarding and continuous training for collections agents and related stakeholders.

Cross-functional delivery

• Partner with Customer Service, Credit/Risk, Product/IT, Legal, and any BPO/agency partners to implement data-driven collections improvements.
• Coordinate testing and rollouts of new strategies, communications, tooling changes, and policy updates.

Continuous improvement

• Use customer feedback, agent input, and performance analytics to identify bottlenecks (e.g., contractability, broken PTP, queue management, dispute handling).
• Propose improvements, drive execution, and track impact through clear initiatives and timelines.

Compliance & governance

• Ensure processes, scripts, and customer communication standards meet local regulatory requirements and internal policies.
• Maintain alignment with consumer protection principles, complaint handling expectations, and audit readiness.

Performance measurement & reporting

• Monitor performance metrics and initiative results using tools such as Power BI and SQL (or equivalent reporting systems).
• Communicate outcomes and next steps clearly to stakeholders, including regular updates to the Head of Debt Collection.

• Experience improving operational processes
• Comfortable working with data and dashboards to understand performance and track results (strong Excel skills).
• Ability to work with different teams and get things done together (Customer Service, Credit/Risk, Product/IT, Legal, and external partners when needed).
• Strong sense of ownership, with good communication and stakeholder management skills.
• Willingness to relocate to Nairobi (Kenya).

• Experience with debt collection processes.
• Interest in automation and practical tech improvements (rules-based case allocation, workflow tools, customer communications; curiosity about AI is a plus).
• Working experience with Power BI, SQL, or similar tools.

• Multicultural and professional team dynamic.
• Results-oriented bonus system.
• Housing allowance and periodic flights back to home country.
• Relocation support (flights to Nairobi, visas).
• Health insurance.