Collection Manager

Collection Manager

Department: Operations | Reports To: Head of Operations
Location: Lagos | Employment Type: Full-time
Date: 24 August 2026 | Version: 1.0

Position Summary

The Collection Manager owns the end-to-end performance of StaggaPay's collections portfolio, leading Assistant Collection Managers and their teams to achieve recovery, PAR, and compliance targets. The role oversees collections strategy, policy, workforce planning, regulatory compliance, and cross-functional coordination — and serves as the final internal escalation point for high-risk, disputed, or legally sensitive accounts.

Key Responsibilities

1. Collections Strategy & Portfolio Oversight

• Own recovery, PAR, and delinquency targets across the entire collections portfolio.
• Design and refine collections strategy, segmentation, and treatment approaches by client risk profile.
• Analyse portfolio trends to anticipate delinquency risk and adjust resourcing and strategy proactively.
• Present portfolio performance and strategic recommendations to Executive Management.

2. People Leadership & Capability Building

• Lead and develop Assistant Collection Managers and, through them, the wider collections team.
• Determine team structure, staffing levels, and portfolio allocation.
• Drive a high-performance culture through target-setting, coaching, and recognition.
• Lead recruitment, performance management, and disciplinary decisions for the function.

3. Escalation, Negotiation & Risk Resolution

• Serve as the final internal escalation point for high-risk, disputed, or legally sensitive accounts.
• Approve non-standard settlements, restructurings, and write-off recommendations within delegated authority.
• Decide on referrals to legal action or third-party recovery agencies.
• Liaise with Legal and Compliance on regulatory and litigation matters.

4. Compliance, Policy & Stakeholder Management

• Ensure all collections activity complies with CBN regulations, the NDPA, and internal policy; own the collections policy and SOPs.
• Serve as primary liaison with regulatory bodies and internal Compliance/Risk teams.
• Report portfolio performance, risk exposure, and compliance status to Executive Management.
• Partner with Credit, Finance, and Product teams to feed collections insights into lending and product decisions.

Qualifications & Experience

Education

• Essential: Bachelor's degree in Finance, Business, Credit/Collections, or a related field.
• Preferred: Professional certification in Credit Management, Risk Management, or Collections.

Experience

• Essential: 6–8+ years in collections or credit risk, including 2–3 years in a managerial or leadership role.
• Preferred: Experience in fintech, microfinance, or consumer lending, with strong knowledge of collections strategy, portfolio risk management, and regulatory compliance.

Core Competencies

• Strategic Thinking – Adjusting collections strategy based on portfolio-wide performance and risk trends.
• People Leadership – Leading Assistant Collection Managers and building a high-performing function.
• Risk & Portfolio Analytics – Interpreting recovery and PAR data to drive decisions.
• Senior Stakeholder Management – Engaging Executive Management, regulators, and cross-functional leaders.
• Regulatory & Compliance Acumen – Ensuring adherence to CBN, NDPA, and internal standards.
• High-Stakes Negotiation – Resolving complex, high-value, or legally sensitive matters.
• Process & Change Management – Continuously improving policy, workflows, and systems.

**Key Result Areas (KRAs)**KRAMeasureWeightPortfolio-Wide Recovery PerformanceAmount/% recovered vs. target25%Portfolio-Wide PAR ReductionPAR ratio reduction vs. target20%Team Leadership & Capability DevelopmentPerformance and development of Assistant Collection Managers and teams15%Compliance & Regulatory AdherenceZero/minimal regulatory breaches or upheld complaints15%Collections Strategy & Process ImprovementStrategy initiatives delivered; efficiency gains15%Reporting & Stakeholder CommunicationAccuracy and timeliness of reporting to Executive Management10%Key Performance Indicators (KPIs)KPITargetFrequencyPortfolio Recovery≥ 85% recovery rateMonthlyPAR Reduction (30/60/90)≤ 8% PAR 30; ≤ 5% PAR 60; ≤ 3% PAR 90Weekly & MonthlyTeam Development≥ 90% of teams meeting targetsQuarterlyCompliance0 upheld breaches per quarterMonthly & QuarterlyStrategy Delivery100% of approved initiatives delivered on scheduleQuarterlyReporting100% on schedule; ≥ 95% accuracyMonthlyWorking Relationships

• Executive Management – Direct reporting line; strategic updates and risk exposure reports.
• Assistant Collection Managers – Direct reports; targets, strategy, leadership, and escalation support.
• Credit Team – Align credit policy with collections outcomes and portfolio risk.
• Finance Team – Payment reconciliation, provisioning, and portfolio financial reporting.
• Compliance & Legal – Regulatory standards and legal escalations.
• Territory Development Team – Field-based recovery support strategy.
• Regulatory Bodies (e.g., CBN) – Primary liaison for collections-related regulatory matters.
• Customers/Merchants – Direct engagement on high-value, escalated, or legally sensitive accounts.

Decision-Making AuthorityAuthority AreaScopeEscalationSettlement, Restructuring & Write-OffsFull authority within approved thresholdsBeyond thresholds → Business Head/Executive ManagementLegal / Third-Party Recovery ReferralFinal internal decision-makerBusiness Head informed for high-value or sensitive casesCollections Policy & SOPsOwns and maintainsMaterial changes → Business Head/Executive ManagementStaffing & Team StructureApproves within headcount planNew headcount → Business HeadCompliance ExceptionsNo unilateral waiver authorityMust involve Compliance/Legal and Business HeadConfidentiality

The Collection Manager accesses highly sensitive customer, portfolio, and strategic information, including company-wide recovery performance, risk exposure, and team performance data. This must be handled with the strictest confidentiality in line with the Nigeria Data Protection Act (NDPA) and CBN consumer protection guidelines. Customer account information, portfolio strategy, and personnel matters must not be disclosed to unauthorised parties during or after employment. Breach may result in disciplinary action up to termination and possible legal liability.

Success Profile

• Delivers portfolio-wide recovery and PAR targets through effective strategy, leadership, and resource allocation.
• Builds and develops a capable team that consistently meets performance standards.
• Maintains full regulatory compliance and resolves high-risk or sensitive cases.
• Provides Executive Management with clear, timely visibility of collections performance and risk.
• Drives continuous improvement of the collections function.

Pay: From ₦400,000.00 per month

Work Location: In person