euginemukewa

• Leads portfolio quality and collections strategy, overseeing recovery operations, credit risk exposure, and delinquency management across the branch network.
• Directs credit risk mitigation and recovery planning, coordinating with branch teams to reduce Portfolio at Risk and strengthen repayment discipline across the loan book.
• Manages budget planning and cost control for collections operations, aligning recovery spend with organizational targets and regulatory compliance requirements.
• Oversees a team of 24 branches and 3 Regional Managers across 24 branches in Kenya, setting performance targets, coaching on ethical recovery practices, and monitoring collection efficiency.
• Reviews daily and monthly portfolio performance reports, tracking Portfolio at Risk trends, collection efficiency, and recovery targets for senior management.
• Coordinates legal recovery processes with external agents and auctioneers, ensuring compliance with credit policy and reducing turnaround time on delinquent accounts.
• Implements client centered recovery interventions, including restructured repayment plans, that balance recovery targets with sustainable household repayment capacity.
• Partners with credit and risk teams to refine credit policy and early warning indicators that flag high risk accounts for intervention.
• Drives stakeholder engagement with branch management, regulators, and community partners to strengthen portfolio governance and recovery outcomes.
• Builds capacity within the collections team through structured training on credit risk assessment, negotiation, and regulatory compliance standards.

• Led a team of 45 Relationship Officers, 30 managing a KES 3 billion asset finance portfolio and 15 managing the SME loan book, across Kenya.
• Reversed a Portfolio at Risk spike from 8 percent to 3.9 percent within eighteen months, against a 5 percent internal target, following a post holiday default surge.
• Increased client retention from 78 percent to 92 percent by personally managing corporate accounts above KES 2 million and coaching officers on call quality and product knowledge.
• Redesigned the delinquency escalation process, extending the proclamation warning window from day 10 to day 21 and giving officers 20 days for soft collection and negotiation.
• Negotiated out of court settlements for clients in litigation, offering interest and penalty waivers and zero interest repayment plans that recovered aged, high risk balances.
• Directed the process and product design for a new asset financing product, an electric motorbike loan line, expanding lending options within the portfolio.
• Co developed an agribusiness financing project for dairy farmers in the central region, extending the SME lending strategy into a new client segment.
• Prepared monthly portfolio performance reports for senior management, covering Portfolio at Risk trends, collection efficiency, retention, and team performance.
• Recognized as Best Relationship Supervisor in 2025 for sustained portfolio quality improvement across the asset finance and SME portfolios.

• Managed collections coordination for asset finance and SME portfolios, reviewing arrears accounts through the Mambu loan management system to determine recovery action.
• Coordinated with external auctioneers to issue proclamation notices and repossession instructions, reversing instructions once clients settled balances before service.
• Approved additional collection costs, including court orders and police assistance, required to support repossession of collateral on defaulted accounts.
• Reconciled monthly proclamation and repossession billing reports with auctioneers, confirming invoice accuracy before processing payment through Zoho and later Microsoft Dynamics 365.
• Secured finance manager approval on recovery related payments before authorizing disbursement, maintaining accurate financial records across the collections function.
• Reviewed SME repeat business applications for refinance eligibility, assessing repayment history and portfolio performance to support credit decisions.
• Monitored Portfolio at Risk performance across both asset finance and SME portfolios, flagging emerging risk trends to management.
• Strengthened client and stakeholder relationships through regular site visits, resolving queries and reducing recovery related escalations.

• Managed a KES 100 million asset finance portfolio of about 170 clients, sustaining Portfolio at Risk below 3.5 percent and collection efficiency above 93 percent.
• Achieved 95 percent client retention by resolving disputes, negotiating out of court settlements, and managing the client journey from onboarding through logbook discharge.
• Restructured 90 percent of the assigned portfolio during the Covid 19 period, granting a 30 day repayment relief to clients who had paid as little as 25 percent of their loan.
• Extended demand letter notice periods from 7 days to 14 days during the Covid 19 period, easing pressure on clients while protecting recovery outcomes.
• Managed onboarding of new clients following the sales process, resolving disputes arising from miscommunication and correcting misinformation to build trust.
• Conducted field visits to strengthen client relationships, track repayments, and generate referrals for new business within the assigned portfolio.
• Evaluated creditworthiness of repeat clients to support refinancing decisions and new loan applications, sustaining a high rate of repeat business.
• Recognized as Best Relationship Officer of the Year in 2020 for sustained portfolio quality and client retention performance.

Debt collection (Call Center)