Bottom Up approach

Credit Control

New focus Planning, Execution, Execution

a) Credit PAR management Plans

b) Client satisfaction/Improvement plans
- How do we recognize good payers?
c) Re-design the after-sales support process
d) Introduce a micro-loan renegotiation model
e) Re-alignment of the call Centre to focus on Inbound calls/ and effective reporting
f) Re-alignment of the Credit collections team
- PAR should always be <5% at all times.
- Daily PAR tracking by the Key Account Managers
- Vetting should be done right in order to have the right customers
- Agents/Sector leaders should ensure that customers understand the contract
g) Sales support
- Why are we not able to pay to using Tigo. Do they have a bulk payment module.

Departmental Layout

- All Credit Analysts to change to Key Account Managers (KAMs) and working at the Central Hub.
- Key Account Managers to work hand in hand with Regional Sector leaders for effective
collection efforts.
- Credit analysts to receive payment escalations from call Centre team.
- Sector leaders to be catered for;- be given a bicycle loan,

Other recommendations;

- Having a mobile phone and registered on MoMo or Tigo cash should be priority during credit
vetting.
- Sector leaders should be empowered to do proper vetting, do collections and repossess units on
our behalf, however we need to incentivize them in the following manner, by paying their
retainers on time, loan them bicycles as a retention mechanism, uniforms, IDs, etc.

For credit department in particular, the focus will be as follows;-

a) We need to focus on the lender-borrower relationship, this is why Ignite credit officers will be
Key Account Managers instead of Credit Analysts.
b) The probability of loan repayment is dependent on;-
- Credit Officer ability
- His Portfolio composition; gender, age, family situation of the client & whether he has a mobile
money account.
- Economic and geographical context

The Regional Key Account Managers must have an important potential in order to reducing
information asymmetry problems, handling two main tasks during the process;-
 i. Collect information about applicant solvency and validate it with Sector and regional
sales managers for approval.
ii. Check the ex-post state of nature and enforce the contract in case of payment delay.

Below will be the Credit control process influenced by the Key Account Manager in this new structure;-

Client request Client Vetting 2 Regional Manager

1 2
Validation

5
4

Support required:

In order for us to better align these resources, please approve the following

- Loan renegotiation model

- Recall all KAMs back to the central hub. This will not only improve their efficiency but also cut
cost by ~ USD 2,500(annual)
-