NCBA Group Manager, Retail Early Delinquency Team Jobs in Kenya

Division/Department: Retail Banking

Reports to: Retail Credit Analysis Manager

Unit: Retail Credit Analysis

Closing Date: 25th September 2022

Job Purpose Statement

Managing the assigned portfolio at risk while implementing suitable debt management strategies so as to minimize impairment.

A clearly defined strategy for following up and returning the accounts to full performing status must be documented on each name.

Key Accountabilities (Duties and Responsibilities)


Daily management of assigned portfolio of facilities in default between 1-30 days and/or not yet downgraded:

Oversee Collection of past due amounts from funded accounts.

Monitoring telephonic collections deliverables

Analysis of credit default risk and implementing appropriate rehabilitation options.

Implementing appropriate exit strategies

Analysis of accounts in past due, raising red flags and recommending to the Bank through the supervisor, exit or rehabilitation strategies, and in case of discount/waiver request, can recommend discount or waiver not exceeding 20% of the total exposure of an account.

Taking action to minimize monthly impairment charges from bad loans.

Analyzing and recommending capitalization and
restructure requests for approval, including those above the limit of direct reports.

Reviewing restructure requests and other exit strategies from direct reports and recommending approval/decline

Negotiating with clients and coming up with suitable exit strategies for delinquent accounts within assigned portfolio.

Monthly downgrading/classification of accounts: reviewing delinquent accounts recommended by direct reports to be placed on lock-up (classified/downgraded) and those to be exempted.

Liaising with and co-opting the assistance of all Business Units as may be necessary to arrange recovery of arrears accounts.

Working and liaising with external agencies past 30 days.

Taking appropriate actions as per the applicable process flow

Analyzing credit default risk in light of potential shocks in the industry and recommending appropriate actions.

Authorization of transactions done by direct reports.

Expense Control goals.

Any other duty as may be assigned by the supervisor

Internal Business Processes

Meeting regulatory compliance requirements and consistency in adherence to and effective application of established policies, processes, procedures and tools in achieving optimal efficiency and cost effectiveness.

Accurate and Timely Reports

Audit ratings – Satisfactory

ORSA ratings

Optimal System utilization

Collation and submission of quality data/reports in a timely manner or as may be required from time to time.

Reviewing assigned portfolio to ensure accurate asset classification in the system


Ensure quality of service by use of pre-done scripts and follow up using agreed procedures on all collection efforts

Timely closure of escalations by direct reports.

Quality of credit services standards and maintenance of TAT as per policy.

Customer/field visits if necessary.

Ensuring effective customer communication through calls, emails, issuance of demand letters and notices etc.

Clear communication and excellent relationship management in handling assigned portfolio of delinquent accounts.

Learning and Growth

Effective follow up and supervision of team handing the assigned collection management tasks:

Self and team development

Performance Management of self and teams.

Coaching and calibration

Job Dimensions

[Direct Reports: Collection Officers

Indirect Reports: External Collection Agents (for accounts outsourced prior to downgrade)

Business remedial services

Stakeholder Management


Business Development Managers
(Consumer Banking)

Relationship Managers and Officers

Portfolio Management

PB Credit Analysis

Credit Operations

Card Centre

Legal etc





Insurance Companies/brokers


External Debt Collectors etc

Decision Making Authority /Mandates/Constraints

Recommend accounts for restructure, downgrade, exit or recovery/legal action (Operational)

Strategic review of collection options and recommendation of appropriate action (Strategic)

Supervision (Managerial)

Work Cycle and Impact: Time Horizon and Nature of Impact (Planning)

Review and Adoption – 2 weeks – 1 month

Strategy Setting – 1 month – 3 months

Monitoring & Control – 18 months – 24 months

Ideal Job Specifications


University degree Upper 2nd Class Honors or 3.0 GPA


Computer literate

Debt collection and management course

Relevant professional qualification in Banking, Risk Management and Law an added advantage.

Legal knowledge is highly desirable

Desired Work Experience

At least 4 years work experience in a bank or financial services institution of which at least 2 yearsshould have been in remedial management (Debt Collections and/or Recoveries).

NCBA Bank Core Value Behaviours (Performance Drivers)





Ideal Job competencies

Technical Competencies

General debt management skills in order to effectively perform remedial management activities/ tasks in a manner that consistently produce good results.

Knowledge and effective application of all relevant banking policies, processes, procedures and guidance to consistently achieve required
compliance standards or benchmarks.

Planning and organizing skills for effective planning and execution of tasks and deliverables within timeframes and budget.

Quality orientation to facilitate management of services provided by partners.

Quality orientation to ensure consistency in adhering and uphold performance standards for Service Level

Report Writing Skills.

I.T skills

Analytical skills, understanding and interpretation of facilities as structured and options available in the process of structuring plans for turning around distressed and/or non-performing loans.

Excellent negotiation skills.

Behavioural Competencies

Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.

People management skills

Excellent written and oral communication skills

Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.


Street-wise knowledge.

How to Apply

For more information and job application details, see:

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