Soft Collections Manager

As a Soft Collections Manager, you own soft and middle collections for our Phones and Mobility portfolios reporting to the Head of Debt Collection with a dotted line to the Country Manager. You'll run a floor of over 130 agents, 10 team Leaders and 2 Managers  

This is not a seat-warming supervisor job. It's a role for someone who wants to build, push, and prove they can move numbers. Success will be measured on Cure rates, contact rates, PTP conversion, and cost per collection. 

• Lead soft and middle collections across the Phones and Mobility (boda/tuktuk) portfolios, hitting daily, weekly and monthly recovery targets. 
• Manage over 130 agents, 10 team Leaders and 2 Managers: set targets, cascade them, and hold the floor accountable to delivery. 
• Own the KPIs: cure rate (self-cure vs assisted), contact and right-party-contact rates, PTP conversion and kept-rate, abandonment and idle time, and cost per collection. 
• Drive quality: monitor outbound and inbound call quality, run QA scoring, and lift professionalism and customer experience. 
• Get the most out of the tools: Webitel/call centre platform, dialer strategy, IVR/USSD flows, AI voice bots, and the ERP. Push adoption and clean data discipline. 
• Build DPD-bucket call strategies and continuously improve the collection process flow, feeding proposals up the chain. 
• Recruit, train, coach and evaluate agents; identify skill gaps and build the material to close them. 
• Report cleanly and defend your numbers in front of leadership. 

• A university degree in a relevant field. 
• At least 3 years leading a collection or call centre team, ideally in lending, fintech or telco. If you've led from the front and can show the numbers, we want to talk. 
• A results obsession. You plan, prioritize, set targets and chase them relentlessly. 
• Strong analytical instincts: you read a report, find the leak, and fix it. 
• Sharp communication and negotiation skills, with high integrity and confidentiality standards. 
• Comfort with technology: call centre platforms, dialers, spreadsheets, ERP/CRM, and an appetite to work with AI collection tools. 
• Fluent English and Luganda; other local languages a plus.