Regional Collections Manager

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.

What you will be expected to do

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.

You might be a strong candidate if you have

• A Bachelor's degree or higher diploma in Finance, Business, Economics, Credit Risk Management, or a related field.
• A minimum of 5 years of relevant experience in field collections, including at least 2 years coordinating or supervising a team, preferably within Microfinance, Fintech, Banking, or Credit/Debt Recovery.
• Have strong field experience and the ability to work effectively with rural and underserved customers.
• Passion for working in the field to improve collections, resolve customer issues, and enhance the customer experience.
• Good mastery of English, French, and Malagasy, with strong verbal and written communication skills.
• Experience in interpretation of data, assessing situations, identifying practical solutions, and applying sound judgement when addressing collection and portfolio matters.
• Have strong people-management and communication skills, with the ability to coach, guide, and maintain clear performance expectations.
• Excellent organizing skills, detail-focused, and are able to manage multiple priorities while following through on issues to resolution.
• Experience working effectively with Sales, Customer Care, EasyBuy, Risk, and other cross-functional teams.
• Strong knowledge of the Analamanga Region and its operating environment, with the ability to work effectively across the assigned territory.
• Excellent working knowledge of MS Excel, Word, and PowerPoint.
• Flexibility working in a highly field-based role, requiring at least 90% travel within the assigned area.

What Sun King offers

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.

We place great importance on sustaining a diverse, inclusive work environment.

We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.

Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.