Regional Collections Manager

Department: Corporate Risk

Employment Type: Permanent - Full Time

Location: Madagascar

Description

What you will be expected to do:

• Develop and implement regional collections approaches aligned with the company’s credit risk and business priorities.
• Review portfolio performance, repayment patterns, delinquency trends, and other key indicators to identify risks and areas requiring attention.
• Develop daily, weekly, and monthly action plans to improve collection rates, reduce delinquency, and strengthen portfolio quality.
• Identify customers, agents, locations, or processes contributing to weaker collections results and implement targeted interventions.
• Monitor collection outcomes and refine approaches based on portfolio results and field insights.

• Maintain a strong field presence through regular visits to the region’s AHQs and customer locations to engage with customers with overdue accounts.
• Conduct field interventions to assess the reasons for non-payment and identify appropriate repayment solutions.
• Work closely with regional stakeholders, including the Regional Business Manager, Area Business Managers, and Field Sales Executives, to facilitate customer recovery and product repossession where direct intervention is required.
• Equip field teams with guidance on customer engagement, repossession procedures, and handling complex collection cases.
• Work closely with Customer Care and EasyBuy teams to resolve customer complaints, disputes, and repayment issues.
• Gather customer and field insights and apply these to improve repayment behaviour and the overall customer experience.

• Conduct targeted audits, market visits, investigations, and field assessments to review sales quality, collections practices, customer interactions, and compliance with established policies and operational processes.
• Identify, document, and investigate cases of product tampering, fraud, and other suspicious activities, escalating findings through established Risk processes.
• Ensure sales and collections activities follow company policies covering data privacy, consumer protection, customer engagement, and risk management.

• Monitor daily, weekly, and monthly regional collections results to identify emerging risks and areas requiring attention.
• Prepare regular updates covering collection results, field interventions, customer insights, key issues, and actions taken.
• Provide clear recommendations to the Country Credit Manager and relevant regional stakeholders based on portfolio information and field findings.
• Work closely with Sales, Customer Care, EasyBuy, Area Business Managers, Field Sales Executives, Risk, and other cross-functional teams to maintain effective regional operations.
• Follow up on actions arising from performance reviews, audits, investigations, and field visits through to completion.

• Improve customer underwriting processes to strengthen credit assessment, quality of outcomes, and portfolio quality.
• Develop and refine collection approaches to improve repayment performance, collection effectiveness, and overall portfolio results.
• Conduct customer and field surveys to gather insights and identify opportunities for improvement.
• Carry out other duties related to credit, risk, collections, and regional operations as assigned by the Country Credit Manager.

You might be a strong candidate if you have:

• A Bachelor’s degree or higher diploma in Finance, Business, Economics, Credit Risk Management, or a related field.
• A minimum of 5 years of relevant experience in field collections, including at least 2 years coordinating or supervising a team, preferably within Microfinance, Fintech, Banking, or Credit/Debt Recovery.
• Have strong field experience and the ability to work effectively with rural and underserved customers.
• Passion for working in the field to improve collections, resolve customer issues, and enhance the customer experience.
• Good mastery of English, French, and Malagasy, with strong verbal and written communication skills.
• Experience in  interpretation of data, assessing situations, identifying practical solutions, and applying sound judgement when addressing collection and portfolio matters.
• Have strong people-management and communication skills, with the ability to coach, guide, and maintain clear performance expectations.
• Excellent organizing skills, detail-focused, and are able to manage multiple priorities while following through on issues to resolution.
• Experience working effectively with Sales, Customer Care, EasyBuy, Risk, and other cross-functional teams.
• Strong knowledge of the Analamanga Region and its operating environment, with the ability to work effectively across the assigned territory.
• Excellent working knowledge of MS Excel, Word, and PowerPoint.
• Flexibility working in a highly field-based role, requiring at least 90% travel within the assigned area.

What Sun King offers:

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.