Agency Manager - Debt Collection (Outsourcing Management)

Job Description

Manage relationships with outsourced debt collection agencies, Onboard and evaluate new agencies for suitability and performance.Responsibilities: Job Description: Agency Manager Debt Collection (Outsourcing Management) Experience: Minimum 5 years in Debt Collection, with at least 2 years of experience managing outsourced agencies Education: Graduate in any discipline + DRA Certificate compulsory Key Responsibilities: 1. Outsourcing Management: Manage relationships with outsourced debt collection agencies Onboard and evaluate new agencies for suitability and performance. Ensure outsourced agencies adhere to company policies, compliance guidelines, and SLAs. 2. Performance Monitoring: Track the performance of agencies in different DPD buckets Conduct regular performance reviews and implement corrective actions when needed Analyze recovery metrics and ensure agencies meet assigned recovery targets. 3.Compliance and Quality Control: ""Monitor agencies for adherence to regulatory requirements and company compliance standards."" Conduct periodic audits and checks to maintain quality in the debt collection process. Ensure customer interactions are professional, ethical, and compliant with industry norms. 4. Collaboration and Coordination: ""Act as a liaison between outsourced agencies and in-house teams, including Legal, Compliance, and Field Operations."" Address escalated cases or customer grievances related to agency interactions. Provide agencies with necessary data, tools, and resources for effective recovery. 5. Strategy and Process Improvement: Develop and implement strategies to optimize recovery through outsourced partners. Identify process bottlenecks and recommend improvements to enhance efficiency. Drive innovation by introducing tools, technologies, or practices to improve agency performance. 6. Reporting and Analysis: ""Prepare and present periodic reports on agency performance, recovery trends, and challenges."" Analyze data to derive insights and refine strategies for better results. Maintain detailed records of agency activities and customer recovery efforts. Key Skills and Requirements: ""Experience: Minimum 5 years in debt collection, with at least 2 years managing outsourced agencies."" Education: Graduate in any discipline Technical Skills: Proficiency in Excel for data analysis and reporting Experience with CRM systems and dialer tools. Work Ethic: Highly organized, target-driven, and focused on continuous improvement Job Perks: Competitive salary and performance-based incentives. Opportunity to work in a dynamic fintech environment. Exposure to advanced analytics tools and debt collection strategies. Professional development opportunities and cross-functional collaboration. Note: Please mention ""Business Analyst Debt Collection Process"" in the subject line of your email.