Call Center Manager-Debt Management

Job Requirements

About the Role

The Area Collection Manager is responsible for managing a team and coordinating operational recovery activities for a credit portfolio within an assigned territory. This includes ensuring adherence to corporate policies and procedures, minimizing front-end delinquencies, and collaborating with the legal team to manage delinquent accounts. The role entails end-to-end responsibility for collections in the allocated area and has a direct impact on the financial institutions budget planning and overall organizational objectives.

Key Responsibilities

Primary Responsibilities

• Handle collections for specific products within the assigned area.
• Responsible for managing field agencies to support doorstep collection operations.
• Ensure collection efficiency and manage cost of collections.
• Track and control delinquency bucket-wise and DPD-wise, with a focus on non-starters.
• Review account allocations and set collection targets for agencies/in-house teams.
• Follow up regularly with default customers through a dedicated team.
• Ensure collection agencies and executives adhere to legal guidelines.
• Manage productivity by setting and monitoring performance parameters for in-house and agency teams.
• Ensure adequate Feet on Street availability area-wise, bucket-wise, and segment-wise.
• Conduct background and reference checks for appointed agencies/DCTs and evaluate them regularly.
• Collaborate with the legal team to initiate legal action on specified cases.
• Build relationships with key clients to ensure timely collections.
• Determine suitable tactics or strategies for timely collections.

Secondary Responsibilities

• None specified.

What We Are Looking For

Education

• Graduate – Any discipline.
• Postgraduate – Any discipline.

Experience

• Relevant years of experience in collections.

Skills and Attributes

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Sound understanding of collection processes and legal guidelines.
• Ability to analyze data and implement effective collection strategies.
• Proficiency in managing third-party agencies and internal teams.
• Detail-oriented with strong organizational skills.