Team Lead, Credit Collections

Who We Are

Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere.

What We Do

At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure.

Curious about what makes Moniepoint an incredible place to work? Check out our stories on how we cultivate a culture of innovation, teamwork, and growth.

Location: Lagos (Hybrid)

Job Purpose

The Collections Lead is the guardian of our portfolio’s health. At Moniepoint, we’re driven by mastery and the desire to see businesses succeed. This role ensures that our financial ecosystem remains stable by driving high-performance recovery strategies.

You’ll lead a team of agents, turning data into action. It’s not just about recovering funds; it’s about managing relationships and ensuring that we come through for the business with innovative, factual, and effective recovery solutions.

Key Responsibilities

• Lead with Mastery: Manage and coach a team of collection agents to hit daily and monthly targets. You aren't just a supervisor; you’re a mentor helping them master the art of negotiation.
• Portfolio Health: Keep a close eye on your assigned loan buckets. You'll track roll rates, cure rates, and liquidation performance to stop portfolio decay before it starts.
• Data-Driven Execution: Monitor the numbers that matter—RPC, contact rates, AHT, and productivity per agent. When you see a gap, you fix it immediately with a clear, factual plan.
• Optimization: Oversee skip tracing and field recovery alignment. You’ll ensure we’re using the right tools to reach the right people at the right time.
• Quality & Coaching: Conduct regular call audits and coaching sessions. We speak to our customers like humans, and you’ll ensure your team remains professional, relatable, and effective.
• Compliance & Governance: Ensure every interaction is documented accurately and follows both regulatory rules and our internal "human-first" principles.
• Strategic Escalation: Identify high-risk accounts and recommend the best path forward—whether it’s intensive follow-up or field recovery—ensuring our resources are always where they're needed most.

Qualifications

• 5+ years of experience in collections, with at least 3 years leading a team.
• A proven track record of hitting targets in high-volume outbound dialler environments.
• Deep experience in monitoring loan performance (NPL levels, roll rates, and cure rates).
• Practical experience with skip tracing and account escalation strategies.
• Experience managing third-party debt collection agencies is a plus.

About You

• You’re a Hero for the Portfolio: You have the grit to take it one step at a time, driving momentum through continuous improvement.
• You Value Clarity: You don’t hide behind technical jargon. You communicate clearly and honestly with your team and stakeholders.
• You’re a Systems Thinker: You enjoy connecting the dots between agent behavior and portfolio performance.
• You Build for Scale: You’re motivated by creating processes that work today but are ready for where Moniepoint is going tomorrow.

What Success Looks Like

• Portfolio Stability: Roll rates and NPL levels remain within target thresholds consistently.
• Team Performance: Your agents aren't just hitting targets; they’re improving their negotiation mastery and RPC rates month-over-month.
• Operational Efficiency: Skip tracing and escalation workflows are seamless, with no "lost" or uncontacted accounts in high-risk buckets.
• Culture of Excellence: Your team reports feeling supported and equipped to do their best work.

What we can offer you

Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.

Learning: We have a learning-and-development-focused environment, with an emphasis on knowledge sharing, training, and regular internal technical talks.

Compensation: You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.

What to expect in the hiring process

• A preliminary phone call with the recruiter.
• An interview with the operations lead.
• A behavioural and technical interview with the business lead.

Moniepoint is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.