About this role
Job Location: Analamanga, Madagascar About The Role: We are looking for a Regional Collections Manager to join our Corporate Risk Department and oversee collections and risk management activities across the Analamanga Region. This is a highly field-based role focused on improving regional collections results, strengthening field processes, and ensuring effective delivery of the company’s credit and risk approach. The role combines portfolio monitoring, customer engagement, field assessments, team guidance, and cross-functional coordination to improve repayment outcomes and portfolio quality. 1. Regional Collections Strategy & Portfolio Management 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. 2. Field Collections & Customer Management 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. 3. Risk, Compliance & Audit 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. 4. Reporting & Stakeholder Engagement 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. 5. Process Effectiveness & Continuous Improvement 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.