Agency Manager

Job Description

Job Description What will you do Agency Management: Lead and manage a network of external collection agencies, ensuring they meet performance targets and adhere to regulatory and company standards.Field Recovery Strategy: Develop and implement field recovery strategies to recover overdue accounts, optimize collection routes, and increase recovery rates.Collections Flows Optimization: Design and improve collection workflows to enhance recovery efficiency, reduce costs, and improve customer engagement.Performance Monitoring: Set KPIs and monitor the performance of collection agencies, ensuring that recovery targets are consistently metCollaboration: Work closely with internal teams (e.g., Operations, Legal, and Customer Support) to coordinate field operations and ensure a seamless recovery process.Training & Development: Provide ongoing training and support to agency teams to ensure they are well-equipped with the necessary tools, techniques, and knowledge to succeed in their recovery efforts.Risk and Compliance Management: Ensure that all collections practices comply with relevant laws, regulations, and internal policies to avoid legal risks and maintain ethical standards.Reporting & Analytics: Regularly report on the performance of field recovery efforts and identify areas for improvement.Stakeholder Communication: Maintain clear and regular communication with key stakeholders, including senior leadership, regarding recovery progress and challengesProcess Improvement: Continuously evaluate and refine the collections process to optimize results and enhance overall operational efficiency. What you will need Educational Background: A Bachelor’s degree in Business, Finance, or a related field; advanced degree or certifications in collections or related fields is a plus.Experience: Proven experience in managing collections and field recovery teams, preferably within a financial or lending environment.Field Recovery Expertise: Deep understanding of field recovery operations, strategies, and best practices in collections.Agency Management: Experience in managing external agencies, including performance monitoring, negotiations, and relationship management.Leadership Skills: Strong leadership abilities with a track record of managing and motivating teams to achieve recovery targets.Communication Skills: Excellent communication and interpersonal skills, with the ability to engage with internal teams, agencies, and stakeholders at all levels.Regulatory Knowledge: Familiarity with the legal and regulatory frameworks surrounding collections and recovery practices.Problem-Solving: Proactive problem-solving abilities with a focus on finding practical solutions to improve collections outcomes.Customer-Centric Mindset: Ability to balance collections targets with maintaining positive customer relationships.