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Zedcrest Group · Finance

Manager, Collections and Recovery

Nigeria, Lagos · Job Posted May 25, 2026
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Job Description

The Manager, Collections & Recovery will lead the end-to-end management of delinquent exposures across the credit lifecycle, driving both early-stage collections and late-stage recovery to optimize cash inflows and minimize credit losses. The role is responsible for ensuring effective customer engagement, repayment resolution, and prevention of delinquency migration, while also overseeing escalation into field recovery, legal enforcement, and litigation where required. In addition, the role provides portfolio diagnostics and executive-level reporting, translating portfolio trends into actionable strategies to improve collections effectiveness and recovery outcomes across the organization.

Job Responsibility

  • Lead the design and execution of early-stage collections strategy (0–90 DPD)
  • Drive proactive customer engagement through calls, messaging, and structured follow-ups
  • Ensure strong contact rates, promise-to-pay conversion, and repayment adherence
  • Implement segmented collections strategies based on customer behavior and delinquency stage
  • Drive restructuring and resolution strategies to prevent migration into default
  • Oversee escalation of delinquent accounts into field recovery operations, third-party collection agencies, legal recovery and litigation processes
  • Manage end-to-end legal recovery lifecycle, including enforcement and repossession
  • Maintain strong working relationship with Legal team for litigation strategy and execution
  • Ensure recovery actions are timely, compliant, and commercially effective
  • Provide early warning signals on accounts likely to default
  • Analyze delinquency trends, roll rates, and recovery performance across portfolios
  • Identify drivers of early-stage slippages, persistent delinquencies, pay point/deduction inefficiencies
  • Translate insights into targeted collections and recovery interventions
  • Provide early warning signals to reduce NPL inflow
  • Develop and maintain collections and recovery frameworks, policies, and SOPs
  • Define clear escalation triggers and workflows across all delinquency stages
  • Ensure consistency in execution across all products, branches, and teams
  • Maintain strong audit trail and compliance discipline across all recovery activities
  • Prepare and present weekly and monthly portfolio performance reports
  • Provide Board-level insights on NPL trends, collection efficiency, recovery performance, legal recovery pipeline
  • Ensure accuracy, clarity, and timeliness of all reporting outputs
  • Work closely with Risk & Underwriting, Credit Administration, Legal, Business Units
  • Provide structured feedback loop into credit decisions and policy adjustments
  • Escalate systemic issues affecting repayment and deduction performance
  • Lead collections and recovery teams across call-based and field operations
  • Set and monitor performance KPIs across all delinquency buckets
  • Drive strong culture of execution discipline, accountability, and urgency
  • Manage external vendors including collection agencies and recovery partners

Requirements

  • Bachelor's degree in Finance, Accounting, Economics, or related field
  • Minimum 10–12 years’ experience in collections, recovery, or credit risk management
  • At least 5 years in a senior leadership role managing recovery operations
  • Strong exposure to field recovery, legal enforcement, and portfolio monitoring
  • Strong expertise in collections and recovery strategy execution
  • Deep understanding of delinquency lifecycle and customer repayment behavior
  • Strong portfolio diagnostics and analytical capability
  • Proven experience in legal recovery and enforcement coordination
  • Strong executive reporting and communication skills
  • Strong leadership and performance management capability
  • Ability to manage high-pressure recovery environments
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