Field Collection Coordinator

The Field Collection Coordinator is responsible for supervising and improving field collection operations in d.light Tanzania to achieve established collection, recovery, and portfolio quality targets. The role holder provides day-to-day operational leadership to Field Collection Officers, ensuring effective execution of collection strategies, optimal field resource utilisation, strong performance management, and consistent follow-up of delinquent customer accounts. The Coordinator translates the Opco collection strategy into actionable field collection plans, using portfolio analytics, performance monitoring, and field intelligence to identify collection gaps, address delinquency drivers, and implement targeted recovery interventions. The role oversees field collection processes, team capacity development, operational controls, fraud prevention, and customer complaint resolution. The Coordinator ensures that all collection activities comply with company policies, approved procedures, applicable regulations, and d.light's customer protection standards.

Roles and Responsibilities

Field Collection Strategy, Planning and Governance

• Translate the OpCo Field Collection strategy into actionable field collection plans, ensuring alignment with portfolio quality objectives, collection targets, and business priorities.
• Support the development, implementation, and continuous improvement of field collection policies, procedures, operating models, and annual collection plans in line with approved risk appetite and Group standards.
• Establish clear daily, weekly, and monthly collection targets for Team Leaders and Collection Officers, aligned with overall field collection targets and objectives.
• Monitor field collection performance against established targets and implement timely corrective actions to address underperformance.
• Analyse field performance and customer repayment trends to recommend improvements to customer segmentation, collection strategies, repayment interventions, and relevant collection policies.
• Ensure field collection activities are conducted in accordance with approved processes, internal controls, applicable laws and regulations, and customer protection standards.

Field Collections Operations, Recoveries and Portfolio Management

• Lead the day-to-day operations of the field collection function, ensuring effective supervision, territory coverage, workload allocation, account assignment, and resource utilisation.
• Drive the achievement of field cash collection, delinquency reduction, win-back, and other assigned portfolio recovery targets.
• Monitor Collection Officers' productivity and Team Leaders' performance, holding them accountable for results, portfolio ownership, and execution of agreed action plans.
• Analyse portfolio performance by region, territory, customer cohort, delinquency bucket, product, and collection channel to identify risks, performance gaps, and opportunities for improvement.
• Develop and implement targeted collection and recovery interventions for delinquent and high-risk customer accounts, using data and field intelligence to prioritise efforts.
• Investigate the root causes of missed payments and persistent delinquency, and coordinate appropriate corrective actions with Team Leaders, Collection Officers, and relevant departments.
• Monitor account recovery and win-back performance, ensuring recovered customers are followed up appropriately to encourage sustained repayment behaviour.
• Ensure timely and accurate assignment, reassignment, and follow-up of collection accounts, including newly assigned accounts and subsequent portfolio inflows.
• Monitor field collection efficiency, including cost-to-collect, collection yield, and productivity per Collection Officer, and recommend improvements to maximise return on collection expenditure.
• Oversee the effective use of approved collection systems, mobile applications, reporting tools, and business intelligence dashboards to improve field productivity and performance visibility.
• Identify system gaps, data inconsistencies, and operational bottlenecks affecting field collection execution, and coordinate their resolution with relevant teams.
• Prepare and submit accurate, timely, and actionable field collection performance reports to the OpCo Credit Manager, highlighting results, emerging risks, operational challenges, and recommended interventions.
• Participate in regular performance review meetings and coordinate the implementation and follow-up of agreed action plans.
• Collaborate with Sales, Customer Experience, Aftersales, Finance, and other relevant departments to resolve collection challenges and improve overall portfolio performance.

Team Leadership, Performance Management and Development

• Lead, coach, mentor, and manage the performance of Field Collection Team Leaders and Field Collection Officers to achieve individual and collective targets.
• Support the recruitment, onboarding, deployment, and retention of competent field collection personnel in line with approved staffing plans.
• Establish clear performance expectations and accountability frameworks for Team Leaders and Collection Officers, including regular performance reviews and documented improvement plans.
• Ensure field collection personnel have the necessary approved tools, systems access, training, and operational support to perform their duties effectively.
• Equip Team Leaders with the skills required to manage their portfolios effectively, analyse performance, identify collection opportunities, and drive accountability within their teams.
• Identify skills gaps and coordinate training on collection techniques, negotiation, customer engagement, portfolio analysis, account investigation, route planning, field safety, fraud awareness, and system utilisation.
• Conduct regular field visits and performance assessments to verify the quality of collection activities, coach team members, and ensure adherence to approved procedures.
• Develop and implement appropriate team motivation and recognition initiatives, subject to approved policies and budgets, to strengthen engagement, productivity, and performance ownership.
• Promote a performance-driven culture characterised by accountability, collaboration, professionalism, ethical conduct, and continuous learning.

Fraud Prevention, Risk Controls and Case Management

• Implement approved field collection fraud prevention measures and internal controls to minimise fraud, misconduct, and operational losses.
• Monitor field collection activities, transactions, account adjustments, customer interactions, and other relevant indicators to identify suspicious patterns, potential fraud, and control weaknesses.
• Investigate or coordinate the investigation of suspected fraud and misconduct within field collection operations, ensuring timely escalation, appropriate evidence collection, and proper documentation.
• Analyse the root causes of confirmed fraud cases and recommend corrective and preventive actions to strengthen operational controls and accountability.
• Ensure adherence to approved cash handling, payment verification, reconciliation, account update, and reporting procedures.
• Escalate suspected fraud cases to the OpCo Credit Manager and relevant functions in accordance with established protocols, ensuring that investigations and disciplinary actions follow authorised procedures.
• Maintain accurate records of reported field fraud cases, investigation outcomes, resolutions, and outstanding corrective actions.
• Conduct fraud awareness and compliance training for field collection personnel and reinforce a culture of integrity, transparency, and zero tolerance for deliberate misconduct.
• Ensure customer disputes and exceptional cases are handled through approved, proportionate, and properly documented processes before escalation or account adjustments.
• Ensure the confidentiality, security, and appropriate handling of customer information throughout field collection activities.

Key Performance Indicators

• Field Cash Collection
• Average Collection per Collection Officer
• Win-Back Rate
• Delinquency Rate
• Field Collection ROI
• Fraud Case Resolution Rate and Control Effectiveness

Requirements

Qualifications, Experience and Skills

• Bachelor's degree in Business Administration, Finance, Accounting, Banking and Finance, Economics, or another relevant business-related field from a recognised university.

• At least 3 years of relevant experience in field collections, credit risk management, portfolio recovery, or related functions within PAYGo, fintech, microfinance, banking, or a similar industry.

• Demonstrated experience supervising field teams, managing collection operations, and delivering measurable collection and recovery results.

• Experience using collection management systems, digital field tools, Google Workspace, and business intelligence.

• Experience in fraud detection, investigations, operational controls, or customer complaint management is an added advantage.

• Understanding of field collection operations, delinquency management, debt recovery, and customer repayment behaviour.

• Analytical and problem-solving skills, with the ability to interpret portfolio data, identify root causes, and implement evidence-based interventions.

• Proven ability to set targets, monitor performance, manage operational budgets, and drive accountability across field teams.

• People management, coaching, mentoring, and performance management skills.

• Sound understanding of fraud risks, internal controls, evidence management, and operational compliance.

• Excellent communication, negotiation, interpersonal, and stakeholder management skills.

• Proficiency in Google Workspace, particularly Sheets, Docs, and Slides, and the ability to work with digital collection systems and BI reporting dashboards.

• Organisational skills, attention to detail, and the ability to manage multiple priorities.

• Demonstrated initiative, sound judgement, and the ability to make timely operational decisions within approved authority.

• High levels of integrity, professionalism, accountability, and commitment to ethical customer treatment.

• Ability to work effectively with geographically dispersed teams and adapt to changing operational priorities.

• Ability to travel regularly and provide hands-on operational support to field collection teams.