Head of Collections - Strategy, Transformation & Performance at Fairmoney Microfinance Bank

FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.

Job Title: Head of Collection - Strategy, Transformation & Performance 

Location: Lagos
Employment Type: Full-time

About the Job

• In alignment with its vision, FairMoney is actively constructing the foremost mobile banking platform and point-of-sale (POS) solution tailored for emerging markets.
• The journey began with the introduction of a digital microcredit application exclusively available on Android and iOS devices.
• Today, FairMoney has significantly expanded its range of services, encompassing a comprehensive suite of financial products, such as current accounts, savings accounts, debit cards, and state-of-the-art POS solutions designed to meet the needs of both merchants and agents. FairMoney thrives on its diverse workforce, bringing together talent from over 27 nationalities.
• This multicultural team drives the company's mission of reshaping financial services for underserved communities.
• To gain deeper insights into FairMoney's pivotal role in reshaping Africa's financial landscape, we invite you to watch informative video.

Job Responsibilities
End-to-End Ownership:

• Full accountability for cash collected, arrears, roll-rates, PAR/NPL, and recovery economics
• Own outcomes, not activities or excuses
• Actively shape upstream inputs (Risk, Product, CX, Tech) to improve downstream collections performance

Strategy & System Design
Design and execute a multi-horizon collections strategy:

• Short-term cash optimisation
• Mid-term recovery improvement
• Long-term customer behaviour change

Build structured approaches to:

• Early vs late-stage collections
• Segmentation-driven treatment strategies
• Behavioural and incentive-based interventions
• Introduce clear experimentation frameworks (control vs test, ROI-driven rollouts)

Data-Led Decision Making
Use data to drive decisions
Partner deeply with Risk and Data Science on:

• Roll-rate optimisation
• Behavioural analytics
• Treatment effectiveness measurement
• Unit economics and ROI of collections actions
• Demand transparent, decision-ready reporting with clear accountability

Team & Bench Strength:

• Build a high-calibre leadership bench within Collections
• Upgrade talent decisively where required
• Develop leaders, not just agents
• Create a culture of accountability, ownership, and continuous improvement

Cross-Functional Leadership:

• Actively influence Product, Risk, Tech, and CX — do not wait for alignment
• Challenge constructively where design or policy decisions harm recoveries
• Be a respected, firm voice at senior leadership and ExCo forums

Customer & Brand Balance:

• Improve collections outcomes without damaging long-term customer value
• Reduce escalations through system fixes, not firefighting
• Balance firmness with fairness through smarter design, not leniency

Time-Bound Success Expectations
First 90 Days (Stabilise & Diagnose):

• Take full ownership of collections performance and escalations
• Establish clear visibility on cash, arrears, roll-rates, and recovery drivers
• Identify and begin fixing the highest-impact structural blockers
• Deliver a credible, data-backed transformation roadmap with priorities and owners

First 6 Months (Deliver Step-Change)
Demonstrate measurable improvement in:

• Cash collected
• Cash-to-arrears and cash-to-instalment ratios
• Late-stage roll-rates
• Implement segmentation-driven treatment strategies at scale
• Reduce escalations and repeat failure points through system and process redesign
• Strengthen leadership bench with clear successors and upgraded capability
• Reset accountability standards and leadership expectations within the team

Requirements

• Minimum of first degree in any related field of study.
• Minimum of 8 years proven experience in Collections with good leadership experience
• Senior leadership experience in collections within lending, fintech, or credit-led businesses
• Proven track record of turning around or materially improving collections performance
• Experience operating in data-rich, fast-moving environments

Mindset & Traits:

• Builder, not caretaker
• Strong personal ownership — "the buck stops with me"
• Comfortable with ambiguity and transformation
• Proactive, commercially minded, and decisive
• Willing to challenge peers and leadership when required
• Low tolerance for excuses; high tolerance for accountability

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Hybrid Work Model
• Training & Development.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Recruitment Process

• A screening interview with one of the members of the Talent Acquisition team
• Technical interview with Global Head of Operations
• Final Interview with Chief Credit Officer