Call Centre Collections & Customer Retention Team Leader

• Customer Retention and Loan Value Growth: Establish and maintain a structured customer follow-up framework across the full loan vintage, from Loan 1 through to high-value repeat cycles.
• Proactively identify customers approaching repayment completion and prepare them for repeat loan applications with accurate eligibility and product information.
• Collections and Follow-Up Discipline: Monitor individual agent collections performance against agreed targets, identifying gaps and providing real-time coaching.
• Ensure all customer repayment commitments are tracked through to closure, with no unresolved follow-up items carried beyond agreed timelines.
• Quality Assurance and Communication Standards: Conduct regular structured call audits across the team, assessing accuracy, professionalism, compliance with scripts, and customer handling
• Team Leadership and Performance Management: Set clear daily and weekly expectations for each agent, aligned to individual KPIs and team targets.
• Hold regular one-to-one check-ins and team huddles to review performance, address blockers and reinforce priorities.
• Identify underperformance early, develop improvement plans and track progress in partnership with the Head of Product

Qualifications & Experience:

• A Diploma or Degree in a Business-related discipline.

Skills & Competencies:

• Proven leadership track record, ideally as a Team Leader within financial services, consistently hitting performance KPIs and managing healthy portfolios.
• Outstanding communication, organizational, problem-solving, and relationship-building skills.
• High integrity, discretion, commercial acumen, and an unwavering commitment to ethical and responsible lending practices.
• A proactive, self-motivated mindset with a willingness to relocate anywhere within Uganda.