Recoveries Team Lead

**Prodigy Finance - who are we?**

Prodigy Finance is a platform that delivers socially responsible financial services, making it possible for students from more than 150 countries to fulfil their dream of studying at the world’s top universities and schools by financing their international postgraduate studies whilst delivering competitive financial and social returns to alumni, institutional and private investors.

This borderless and innovative model enables education loan financing to students from across the globe whilst using predicted post-degree affordability rather than present-day salary. Since 2007, Prodigy Finance has extended over US$1.8 billion through the platform to fund over 35,000 students.

**Why is this an amazing Opportunity?**

This role is perfect for an experienced Team Lead who wants to supercharge their career by experiencing first-hand what it is like to be part of an energetic, extremely fast-growing company.

The sense of impact and reward will be huge. You will help build a product that makes a real difference in the world. Be a part of delivering socially responsible financial services to the masses; make it possible for students from more than 150 countries to obtain the finance to fulfil their dream of studying at the world’s top universities and schools.

We are a small, non-hierarchical team; this means that you are going to get exposure to all aspects of our business immediately. You’ll gain as much accountability as you can handle and have a huge influence on scaling the company.

Our team is very international and sociable; you will interact with the broader business regularly. The position will be based in Cape Town.

One of our goals is to build one of the top FinTech teams and cultures anywhere in the world. This means putting a lot of time into ensuring we only hire people with exceptional potential and creating the best working environment possible. If you want to work somewhere where you're learning from some of the best brains in FinTech, this would be a good fit.

**Why join Prodigy Finance?**
- Be a part of a pioneering global growth company.
- Experience the excitement and learn from being part of an incredibly fast-growing young company.
- Be pivotal in scaling the business by identifying smart solutions and partnering with tech at the heart of it.
- Enjoy the agility and flexibility offered by a startup culture. A sociable, relaxed and friendly work environment.
- We will help you make your mark. Make a real impact on the business and experience a steep learning curve with huge opportunities to grow and develop.
- Gain an inside perspective on the functioning of a venture-backed Fintech startup, backed by top VCs, learn day-to-day management and build functional expertise.
- Build a platform that helps to make a very real difference in the world

**What will you do in the role?**

As the Recoveries Team Lead, you will report to the Collections Operations Manager. You will be responsible for leading a team of agents and manage processes around post-default recoveries and forbearance. You will work closely with the credit risk function, legal team, other relevant stakeholders and service providers to ensure successful delivery against company objectives.

**Key responsibilities include**:

- Providing support, motivation and direction to a team of agents for the achievement of all set KPIs.
- Maximising individual and team potential and cultivating a high-performance culture through role modelling, effective engagement, performance management and regular coaching.
- Monitoring and assessing the quantitative and qualitative individual and team input and output and implementing targeted development initiatives to improve performance.
- Implementing appropriate post-default recoveries strategies and campaigns and using data insights to optimise recoveries..
- Managing Team SLAs and ensuring adherence to regulatory requirements, SOPs and company policies
- Working with relevant internal and/or external stakeholders to ensure the successful completion of projects.
- Handling complex customer issues or complaints and identifying and escalating customer experience gaps and opportunities to relevant business departments
- Daily, weekly and monthly performance reporting to management.
- Ownership of the post-default recoveries SOPs and process documentation; updating and maintaining SOPs and student FAQs, ensuring that internal and student FAQs and SOPs are current and aligned to current processes and policies; update and maintain them in collaboration with the broader operations team
- Analyse escalations and quality scores, provide root cause analysis and devise corrective actions to increase quality and improve RPC and PTP success.
- Ensure and updating and tracking changes where need be
- Support the process of training and rolling out of SOPs in a version-controlled, tracked and supportive way
- Grow our strength by recruiting for Cape Town customer operatio