Recovery Manager

Location: Lagos, Nigeria Who We Are We are building a category-defining financial institution focused on expanding access to credit for underbanked individuals and small businesses across Nigeria. Through innovative lending, savings, and deposit solutions, we are redefining convenience, speed, and customer experience. The Role The Recovery Manager is responsible for the overall performance of Non-Performing Loans (NPL) and Written-Off Recoveries, including exceeding monthly recovery targets, safeguarding portfolio quality, proactively addressing performance gaps, and fostering a high-performance recovery culture. This role is for operators who think in numbers and manage by data, are obsessed with targets, run rates, and gap closure, can balance firmness with customer empathy, take extreme ownership and deliver results under pressure, challenge inefficiency and raise the performance bar, and move fast, act decisively, and execute relentlessly. Responsibility 1. Target Ownership & Run-Rate Management Deliver 100%+ of monthly NPL and written-off recovery benchmarks. Translate monthly targets into weekly and daily run-rate expectations. Identify deficits early and execute structured recovery sprints. 2. Performance Governance Implement daily war-room reviews. Track PTP conversion rates, RPC rates, contactability, and agent productivity. Reallocate high-value accounts to top performers when necessary. Enforce strict accountability at Team Lead and Agent levels. 3. Strategy & Continuous Improvement Design and execute data-driven recovery strategies. Lead portfolio segmentation (balance-based, risk-based, behavior-based). Improve PTP kept rates and reduce roll-forward rates. Introduce structured incentive models to drive productivity. 4. Team Leadership & Capability Building Recruit, develop, and retain high-performing recovery talent. Coach Team Leads to operate with discipline and urgency. Build a performance culture where underperformance is corrected quickly. 5. Executive Reporting & Insight Provide sharp, insight-led reporting to executive management. Forecast month-end outcomes based on real-time run rate. Highlight risks to profitability early and propose mitigation plans. Requirements Mandatory HND or BSc in a relevant discipline. Minimum of 7+ years’ experience in Recoveries (consumer lending or fintech preferred). Proven track record of consistently hitting or exceeding recovery targets. Strong analytical capability and data fluency. Advantageous Experience in digital collections platforms. Exposure to credit risk or portfolio analytics. Experience managing >20 collectors. Core Competencies Advanced negotiation and objection handling. Data-driven decision making. Strong execution discipline. Conflict resolution and escalation management. High emotional resilience under pressure. Clear and confident communication at all levels.