The role of the position holder will be to lead the team responsible for management of Portfolio at Risk (PAR under Normal, Watch, Substandard, and Doubtful & Loss categories across all sectors of the Bank and strategizing for returning the accounts to performing status or exit. The role will mainly deal with processing loan workouts, rescheduling and rehabilitation, acceleration of repayments, enforcement and foreclosures, liquidation and administration of assets and collateral and implementation of various forms recovery strategies. In addition to this, to undertake any other duty as assigned by the departmental head.


  • To proactively lead the team to ensure efficient and effective credit portfolio remedial process through application of appropriate remedial procedures in line with the Bank’s credit policies and guidelines
  • Ensure compliance to policies and procedures during remediation and follow up with Branches, Relationship managers and Credit Operations on remedial cases.
  • Ensure that all credit files for cases in default are updated in time with recovery correspondences from clients and other stakeholders are well maintained as per the Bank’s credit policy and procedures.
  • Liaise and provide support to business development and credit analysis teams by identifying pertinent market conditions and trends that may affect the bank’s loan portfolio.
  • Review and recommend enhancements, including system enhancements, to improve current work flow/processes to minimize credit risks and increase efficiency.
  • Monitor the performance of the team through quarterly performance reviews and ensure that staff are performing to expectation; identity and address areas of improvement.


  • Organize and coordinate collection and recovery and work outs Initiatives, performance improvement plans and alternative recovery measures for complicated cases.
  • Review and recommend reschedules, restructure credit facilities including repayment terms, as well as develop strategies and plans to better secure collateral, collect and monitor agreed repayments.
  • Define and recommend appropriate loan workout strategies that reduce the Bank’s credit risk, minimize provisions and maximize return.
  • Proactively engage with borrowers, other lenders, Facility Agents, and other departments in the Bank to obtain timely, relevant information and prepare written in depth analysis and loan workout strategies that protect the Bank and strengthen its credit risk profile.
  • Closely interact with key stakeholders in the Bank including Business Departments, Credit Analysis and Approvals, and Credit Operations for the timely resolution of sub and non-performing loans.
  • Ensure that non-performing loans are properly risk rated and that relevant Loan Remediation reports are prepared on time.
  • Ensure that comprehensive and up-to-date information, including customer credit information, correspondences, minutes, workout documentation, and such other relevant information is securely maintained and filed for all facilities in the Loan Remediation portfolio.
  • Attend and actively contribute to the relevant committees of the Bank including; Management Credit Committee, Recovery Credit Committee, and Weekly Remedial Review meeting from time to time as may be guided.
  • Ensure that the Loan Remediation Unit has comprehensive and updated guidelines, policies and operating procedures that guide the operations of the unit in line with best practice
  • Provide awareness and guidance to all stakeholders in the Bank with respect to Loan remediation policies, practices, and standards.
  • Develop reporting systems to manage, monitor and report activities related to the Loan Remediation portfolio.
  • Provide accurate and timely Loan Remediation reports to the Senior Management and other stakeholders highlighting portfolio performance/movement and high-risk loan accounts with recommendations for execution.
  • Support capacity building of Branches through continuous training, assessment and guidance on remediation and recovery practices to improve the quality of the loan book.
  • Timely follow-up with Legal and other external stakeholders such as auctioneers, external layers with the regulation of Legal department.
  • Contribute to the joint compliance effort with Internal Audit and the Compliance Office Plan and coordinate the Remedial portfolio review meetings to be held on a weekly basis.
  • Encourage the identification of opportunities for remedial process improvement and key country trends that would impact the Credit Risk function in line with Bank’s recovery and collections strategy.
  • Review the Panel of service providers while adhering to the Bank guidelines
  • Undertake all such other duties and responsibilities as may be assigned from time to time.

Customer Service

  • Minimizing customer complaints and ensure all customer complaints are closed as per the SLA.
  • Exceed external and internal Customer Expectation

Compliance & Policy Implementation:    

  • To ensure full compliance with audit and regulatory requirements
  • Aim to achieve a SATISFACTORY rating
  • Ensure 70% resolution of internal audit report issues.

Key Performance Arears:    

Perspective  Weighting- 100% Key Performance Measure
Financial 70% Asset Quality
 Customer Satisfaction 10% Customer Satisfaction Score (CSAT)
SLA & TAT adherence
Enterprise Risk Management 10% Audit Control
Organizational Health Index 10% Knowledge Evaluation Score
Organizational Health
Index  – Credit
Risk Management
Total 100%
  • Staff Performance Management
  • Bachelor’s Degree in Business studies or Economics
  • Master’s Degree will be an added advantage
  • Minimum of 5 years’ experience Remedial/ debt collection and recovery.
  • Exposure to and experience in Banking / Financial institution related legal and collections matters is a valuable benefit. Application of knowledge, experience and sound judgement in formulating solutions to rehabilitate through the application of various collection tactics, or via the institution of legal proceedings.
  • Experience in managing a Collections and recovery department with the ability to manage and lead staff effectively to achieve the required results. Experienced in the understanding of credit risk assessment procedures to determine the best route of actions to be applied – both as it relates to unsecured and secured lending products.

Technical Competencies

  • Analytical and structuring
  • Action orientation
  • Stakeholder engagement
  • Commercial awareness
  • Risk management

Behavioral Competencies

  • Planning and Organizing
  • Decisiveness
  • Interpersonal skills
  • Negotiation and influencing
  • Communication and presentation
  • Professional Banking qualification will be an added advantage.

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