Mogo
💰 Mogo
DebtCollectionProcessLead
“Debt Collection Process Lead at Mogo. Skills: Process management, Cross-functional coordination, Vendor/stakeholder management, Operational metrics, Resource planning, Continuous improvement. Design and continuously improve consumer collections processes. Introduce and scale automation”
What You'll Achieve.
Strengthen the customer repayment experience; Ensure collections operations remain efficient, compliant, and scalable; Turn data insights into operational improvements; Improve efficiency; Improve cost-to-collect; Ensure consistent execution; Implement data-driven collections improvements; Track impact through clear initiatives and timelines
Industry & Context.
Identify bottlenecks; Propose improvements
Willingness to relocate to Nairobi (Kenya)
What They're Looking For.
Must Have
Experience in improving operational processes, Comfortable working with data and dashboards to understand performance and track results, Ability to work with different teams and get things done together, Sense of ownership, Good communication skills, Stakeholder management skills, Willingness to relocate to Nairobi (Kenya)
Nice to Have
Experience with debt collection processes, Interest in automation and practical tech improvements, Working experience with Power BI, SQL, or similar tools
What You'll Do.
Design and continuously improve consumer collections processes
Introduce and scale automation
Explore robotics/AI use cases
Audit current workflows
Improve workflows end-to-end
Create and maintain SOPs
Create and maintain playbooks
Create and maintain training materials
Support onboarding collections agents
Support continuous training collections agents
Partner with Customer Service
Partner with Credit/Risk
Partner with Product/IT
Partner with BPO/agency partners
Coordinate testing new strategies
Coordinate rollouts new strategies
Coordinate testing communications
Coordinate rollouts communications
Coordinate testing tooling changes
Coordinate rollouts tooling changes
Coordinate testing policy updates
Coordinate rollouts policy updates
Use customer feedback
Use performance analytics
Ensure processes meet regulatory requirements
Ensure scripts meet regulatory requirements
Ensure customer communication standards meet regulatory requirements
Maintain alignment consumer protection principles
Maintain alignment complaint handling expectations
Maintain alignment audit readiness
Monitor performance metrics
Monitor initiative results
Communicate outcomes stakeholders
Communicate next steps stakeholders
How You'll Work.
Team & Collaboration
Work closely with the Head of Debt Collection; Partner with Customer Service, Credit/Risk, Product/IT, Legal, and any BPO/agency partners
Communication Scope
Good communication skills; Communicate outcomes and next steps clearly to stakeholders
Process & Methodology
Drive execution, Clear initiatives and timelines
Applying for this Debt Collection Process Lead role?
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