Back Office Manager Job Zenka

Finance Jobs, Zenka Digital Jobs.

The Back Office Manager is responsible for leading and supervising a team of Back Office Specialists while overseeing the operational performance, compliance, and effectiveness of third-party collection agencies managing outsourced delinquent loan portfolios. The role sits at the intersection of people management and partner governance, driving team productivity, data-based performance management, structured agency oversight, and continuous improvement initiatives to maximize recoveries while maintaining the highest customer treatment and regulatory compliance standards.

Key Responsibilities

Agency Performance Monitoring

• Monitor performance of outsourced collection agencies against defined KPIs and SLAs, including recovery rates, contact rates, and PTP conversion
• Maintain performance dashboards and reports for internal leadership
• Identify trends, performance gaps, and areas for improvement
• Lead monthly performance meetings with agencies — presenting portfolio insights, reviewing operational challenges, and agreeing on action plans with tracked implementation

Partner Governance & Oversight

• Establish and maintain structured governance frameworks for external agencies
• Ensure agencies comply with internal policies, regulatory standards, and customer treatment guidelines at all times
• Conduct regular operational adherence reviews and escalate any performance or compliance concerns to senior leadership as necessary

Quality & Compliance

• Conduct periodic quality reviews of agency interactions to identify gaps and compliance risks
• Work with agencies to implement corrective actions and drive improvements in customer handling

Agency Training & Capability Development

• Conduct quarterly training sessions for agency teams, informed by performance data and QA findings
• Provide guidance on product knowledge, collections strategies, and customer engagement techniques
• Share best practices across agencies to drive consistent portfolio performance

Back Office Team Leadership

• Lead, supervise, and support a team of Back Office Specialists comprising Anti-Money Laundering (AML), Quality Analysts (QA) and Offline in their day-to-day responsibilities
• Manage AML team operations by monitoring performance and ensuring capacities are balanced; conduct regular check-ins, provide ongoing coaching and feedback, and actively support the individual development and growth of team members.
• Oversee quality assurance standards and ensure adherence across all processes, identify opportunities for improvement, and ensure training is consistently carried out to support continuous performance improvement.
• Oversee the Offline project by tracking progress and providing the necessary updates and support to drive it to completion.

Continuous Improvement & Strategy

• Analyze operational and portfolio data to recommend improvements to outsourcing strategies and agency allocation
• Drive initiatives that enhance recovery outcomes, customer experience, and overall back-office efficiency

Debt Sales Management

• Identify portfolios suitable for debt sale based on ageing, performance, and recovery potential
• Prepare and package portfolios for sale; identify, onboard, and manage debt buyers
• Lead or support pricing negotiations and sale terms
• Ensure all debt sale activity complies with regulatory and internal policy requirements

Qualifications

• Bachelor’s degree in Finance, Business Administration, Economics or a related field.
• Minimum 4 years of experience in collections, credit risk, or financial services and at least 2 years in a supervisory or people management role, with direct accountability for team performance.
• Strong analytical and data reporting skills; proficiency in Excel or BI tools.
• Working knowledge of Kenya’s regulatory environment, including the Data Protection Act 2019, CBK Guidelines, and consumer lending regulations.
• Excellent written and verbal communication skills, including the ability to present performance data to senior leadership.
• Proven ability to manage competing priorities, hold teams and external partners accountable, and drive results.

Nice to have

• Direct experience working with external debt collection agencies in a fintech, bank, or lending environment.
• Exposure to QA frameworks, operational auditing, or process improvement methodologies.
• Familiarity with collections management systems, CRM platforms, or workforce management tools.

How to Apply

Click here to apply