About the Role
The Global Head of Portfolio Performance is accountable for the end-to-end management of the portfolio lifecycle across all electric markets. This role ensures that credit is issued responsibly, monitored effectively, and recovered efficiently — safeguarding both portfolio quality and investor confidence. It blends strategic credit ownership, analytical insight, and field execution — ensuring repayment excellence through robust processes, cross-functional collaboration, and disciplined operational follow-through.
Duties and Responsibilities
Portfolio Strategy, Lifecycle & Investor Risk Management
- Own the end-to-end credit lifecycle, from credit assessment and onboarding to repayment, collections, and recovery, ensuring strict adherence to company policies and investor standards.
- Serve as the internal owner of the portfolio strategy, fostering alignment across commercial, CX, finance, and strategy teams to balance portfolio growth with credit quality.
- Establish, refine, and implement credit risk management frameworks, including credit scoring, approval protocols, limits, and collections standards.
- Lead data-driven reporting and proactive mitigation of risks to investor returns.
- Develop and continuously improve delinquency and repayment models, identifying early warning signs and trends that inform business decisions.
- Translate credit insights into operational adjustments, new pay plan structures, or product and sales process refinements that enhance repayment outcomes.
Portfolio Health Monitoring & Interventions
- Continuously monitor the credit health of country portfolios, identifying underperforming markets, sales agents, or customer segments.
- Lead targeted portfolio interventions — including repayment campaigns, training, restructuring, or process audits — to boost collection rates and reduce delinquency.
- Drive continuous improvement in portfolio management, reducing write-offs and optimizing debt recovery in alignment with commercial and finance targets.
- Partner with regional and country teams to ensure consistent performance discipline and accountability.
Risk Analysis & Mitigation
- Conduct detailed analysis of credit performance to identify risks related to creditworthiness, repayment behavior, and macroeconomic factors affecting customers’ ability to pay.
- Develop and maintain portfolio risk dashboards (e.g., PAR, default, ECL) to inform management and investor reporting.
- Recommend and implement risk mitigation strategies, such as improved customer vetting, data verification, and enhanced pay plan designs.
Debt Recovery & Collection Strategies
- Design and execute comprehensive recovery and collections frameworks that minimize delinquency and optimize repayment efficiency.
- Manage both call center and field-based collection operations, including repossessions, settlements, and customer win-back initiatives.
- Create segmented collection strategies tailored to customer demographics and payment behavior, balancing empathy and enforcement.
- Ensure standardized Policies, SOPs, scripts, and incentive systems that support responsible yet effective collections.
Field Audit & Sales Quality Control
- Lead a team of field auditors to verify customer authenticity, sales quality, and compliance with credit processes.
- Implement post-sale audits and customer revisits to detect fraudulent or poor-quality sales and recommend corrective actions.
- Collaborate with Commercial and CX teams to close the loop on sales and service issues impacting repayment behavior.
Analytics, Insights & CX Alignment
- Manage a team of credit and data analysts to generate actionable insights on repayment trends, delinquency patterns, and customer risk profiles.
- Work closely with cross-functional teams to ensure operational or product issues linked to repayment are quickly resolved.
- Use data analytics tools (Power BI, SQL, Excel) to enhance visibility and data-driven decision making across the organization.
Stakeholder Management & Reporting
- Provide regular, data-backed updates to senior leadership, investors, and the Board on portfolio health, delinquency risk, and recovery progress.
- Build strong collaboration with Finance, Sales, and Commercial teams to ensure operational alignment.
- Lead quarterly portfolio reviews with country and regional leadership teams to assess credit quality, repayment progress, and intervention outcomes.
Team Leadership & Culture Building
- Lead and mentor a multidisciplinary team spanning CX, collections, auditors, and analysts, fostering accountability and ownership.
- Set clear performance targets for repayment, delinquency reduction, and recovery efficiency.
- Build a culture of integrity, precision, and proactive problem-solving within the credit organization.
