Shoe Point

A well-seasoned professional and strategic leader in credit management, debt collection & recovery strategies, client service, sales leadership, oversight on lending operations and management of portfolio quality. The 15yrs experience covers banks, CX and microfinance companies, having managed total loan book of 5b book; over 2B NPL complex sales & credit portfolios at scale. Delivered sustainable strong results by leading cross functional distributed teams of over 81 excellent staff with the latest revenue impact of daily disbursements of 50M and monthly collections of 1B against target of Kes 793m.

I am well experienced in strategic planning, leading cross-functional teams and streamlining operations. My objective is to strategically drive strong portfolio performance and ensure compliance to regulatory and company standards; to deliver strategic goals through utilizing soft and technical skills of teams.

Group Head of Collections & Recoveries at Mwananchi Credit Limited (2025-06 – Present)

• Designed and executed portfolio recovery strategy across KES 5bn book in 17 branches
• In charge of branch financial statements; revenues, costs and availability of payroll funds
• Strategically managed high risk/huge debt balances clients to ensure payments came through
• Oversight/Monitoring portfolio risk management and regulatory compliance
• Led in use of Proactive & structured collateral assessment's, sales and recovery strategies
• Coached credit unit of current best practice, emerging trends, opportunities, risks
• Set and monitor monthly and quarterly collection and sales recovery targets for 17 branches
• Orchestrated risk-based segmentation/pricing to reduce 1st instalment default
• Collaborated to develop current credit management policies & procedures
• Customized and enforced use of scripted professional communication during client engagements
• Centralized collection efforts into one system/team for better efficiency
• Re-launched credit strategy as part of sales/ service that increased client retention
• Used predictive analytics to forecast client's behavior and strengthen revenue recovery operations
• Led units' collaboration to ensure best client experience and success throughout the sales and collection processes
• Oversaw collection and management of performing and NPL complex portfolios across 17branches
• Rebalanced sales portfolio between new clients and existing clients
• Oversight role on disbursements availability and high-risk allocations
• Oversight on monthly mortgage/titles and auto disbursement and revenue collection
• Cultivated full compliance with credit policies, and regulatory guidelines
• Optimized collections by implement corrective action plans to safeguard portfolio quality
• Championed the adoption of Moody's analytics & SAS reducing 30% of repeat incidents in 2months
• Optimized risk reporting processes reducing 75% of risk exposure in 3 months
• Spearheaded CRB & creation of risk-based audit program lowering 50% of operational losses
• Created BCP that minimized sales & collections downtime during personnel absences/exits
• Lead and mentored distributed team of 81 that led to accelerated adoption by 65% of new strategies
• Established clear KPI, s, OKR, s and accountability frameworks per branch sales unit
• Maintained team composure & aligned focus during sharp operational shifts
• Transformed from risk culture to culture of reward, discipline, accountability, teamwork, and ethics
• Crafted training needs analysis to capture capability, process, leadership and risk gaps
• Shaped staff capacity-building, training, and development to enhance recovery effectiveness
• Conducted call reviews and quality checks, provided feedback and coaching
• Negotiated with & advised legal teams and external partners to expedite legal recoveries
• Supervised repossession & disposal of assets met regulatory and governance requirements
• Orchestrated daily, weekly, monthly dashboards to ensure control, tracking and decision making
• Analyzed key performance indicators, including profitability& liquidity rations, recovery rates, NPL ratios, and collection efficiency
• Spear headed data-driven insights to guide decision-making and strategic planning
• Contacted debtors, ensuring payments were done as agreed and updated in CRM systems
• Met high risk clients on KYC and credit risk assessments to asses' financials/collaterals
• Conducted comprehensive stakeholder mapping to identify key influencers and prioritize engagement strategies
• Handled problem management and provided solutions to clients
• Monitored loan/account lifecycle to gauge appropriate product sale support and proactively manage potential resistance
• Build trusted relationship with clients at all products to deliver the revenue goals
• Secured senior stakeholder trust & buy-in for a Kes 500k digital collections initiative
• Implemented transparent communication framework, efficient, use of CRM and VOIP systems
• Facilitated mediation sessions to resolve long-standing operational conflicts and break down silos
• Managed 9301+ active loan accounts across auto, title, check off and unsecured portfolios
• Managed 2573 NPL accounts across 11 portfolios;900m in titles;793m auto; check-off 87m etc
• Delivered average gross collections of Kes 833M monthly, against targets of 900m
• Renewed client facilities of 150m per month
• Delivered average net collections of Kes 365M monthly, against targets of 375.87m
• Improving net recovery rate by 56% within 6 months
• Client retention of 80% per month
• Reduced PAR trend by 22% within 6 months
• Maintained 95% team retention in high turnover environment
• Cut legal costs month on month by 20%

Business Development Consultant (CX & CJM, CCD, BPO, T&D) at Omnichannel Kenya (2022-07 – 2025)

• Direct sales of company offerings and propositions
• Individual ownership & coordinate resources to close sales opportunities
• Client engagement and management to drive renewals and expansion
• Training on company offering's, new technologies and market trends
• Complaint and dispute mgmt. to maximize retention
• Comply with risk and compliance acts, strategies and procedures
• Enhances open channel of communication to add value to clients
• Reliable point of contact to build strong relationships

Senior Manager-Business Banking Collections & Recoveries at Standard Chartered Bank (2017 – 2022)

• Acted as a brand ambassador and point man in the business portfolio
• Oversaw data storage and enforce confidentiality during daily operations
• Took right decisions on allocated clients ac/s based on available info & delegated authority
• Provided insight on service enhancement solutions
• Collaborated with service managers to deliver strategic a/c plans based on client satisfaction goals
• Mentored and coached team to build talent/grow the skill base
• Drove a client-centric culture and use client experience as a lever for retention
• Inspired 5 teams to achieve job objectives and reward/compensate accordingly
• Build an open inclusive environment to deliver exceptional service
• Planned and executed monthly staff performance reviews and quarterly team performance reviews
• Tracked performance measures on revenue, productivity, delinquency, aging, sales
• Analyzed collection-related complaints to drive service improvement initiatives
• Performed portfolio revenue performance forecasts
• Monitored and reported service performance, trends, compliance, and regulatory breaches
• Worked with risk teams to ensure effective credit management
• Ensured an effective legal and regulatory framework with attorneys, process servers, auctioneers
• Ensured compliance with financial regulator's laws and company requirements
• Enforced timely submission of portfolio account reports to appropriate recommendations
• Implemented Collections and recovery strategies and plans to turn around Non-Performing Loans
• Oversaw CRB; Issuing and filing of Pre and Post listing notices in the portfolio and skip tracing
• Prepared and tabled Interim Action Plans for the administration of NPL
• Applied loan work-out techniques to improve credit quality, maximize recoveries
• Chaired NPL forum to discuss accounts due for legal action, debt settlements, and disposal
• Guided proper CRM update on all follow-up strategies adopted and agreed upon with debtors
• Collaborated with product and business units providing feedback on new accounts' red flags
• Liaised with legal unit and third-party consultants on appropriate property settlement processes
• Prepared and present monthly report on trends, challenges, and opportunities to management
• Collaborated with Portfolio Management and Financial Accounting on NPL provisions
• Proactively engaged with Operations, credit, audit, and client experience teams
• Tracked performance of third-party vendors primarily Valuers, Auctioneers, Lawyers, Investigators
• Analyzed STR and make recommendations on paying accounts on suspicious AML transactions
• Maintained consistent follow-ups with customers to recover overdue payments
• Promptly notified the business hea