Agency Manager Collections

Job Description

Ensure appropriate infrastructure and resource availability in vendors to carry out collections as per operating plan Formulate collection strategies for the dpd basis as well as per market dynamics, portfolio spread/segmentation and business requirements Identify critical /non performing segments and ensure appropriate legal hardship tools are applied to them for satisfactory resolution Conduct regular performance review with all vendors, Agency supervisors callers for all critical metrics to track the portfolio health and ensure healthy process Monitor field collections by bucket/vintage/region to ensure cost adherence in operations and achieve cost efficiencies Ensure adherence to Compliance Policy, Collections processes and Audit requirements, Code and conduct and maintaining standards to achieve customer satisfaction Ensure proper recourse mechanism is followed to resolve customer complaints in a timely and satisfactory manner Ensure 100 % coverage of cases of allocated Ensure monthly cost provisions are reported to Finance team as per timelines Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes; Raise timely red flags on sourcing quality in new markets ensuring portfolio hygiene Participate strategically and tactically in development and implementation of portfolio treatments to maximize collection for the portfolio and increase resolution/extraction Perform peer benchmarking to create competitive infrastructure and deliver best in class performance on key metrics such as Credit Recovery as a percentage of Principle Credit Charge Offs, Gross write-offSettlement loss rates, rate of recovery