Branch Manager

1. Operational Management Oversee day-to-day operations of the debt recovery team or department. Allocate accounts to collectors based on experience, workload, and case complexity. Ensure compliance with targets for contact rates, recovery amounts, and timelines. Develop, monitor, and optimize workflows for collection activities. 2. Team Leadership & Training Recruit, train, and supervise debt recovery agents. Conduct performance reviews, coaching sessions, and set team KPIs. Provide guidance on difficult cases and escalate issues when necessary. Foster a professional, ethical, and motivated work environment. 3. Compliance & Risk ManagementEnsure all collection activities comply with relevant laws and regulations (e.g., FDCPA, FCA, GDPR, or local debt collection laws). Maintain quality assurance and call-monitoring programs. Manage complaints, disputes, and escalations in line with regulatory requirements. Implement fraud-prevention measures and maintain data privacy standards. 4. Strategy and Performance OptimizationAnalyze collection data and identify trends, bottlenecks, and opportunities for improvement. Develop recovery strategies tailored to account types, risk levels, and clients. Set revenue and recovery targets and implement plans to achieve them. Monitor vendor performance (if working with external partners). 5. Client & Stakeholder ManagementServe as the main point of contact for client organizations. Prepare performance reports, summaries, and forecasts for clients and senior management. Manage service-level agreements (SLAs) and ensure client satisfaction. Coordinate with legal, finance, and compliance teams. 6. Financial & Administrative Duties Track and report recovery revenues and operational costs. Approve settlements, payment plans, write-offs, and legal referrals. Ensure accurate record-keeping and system updates. Support budgeting and resource planning. 7. Legal Coordination (when applicable)Assess accounts for legal action and collaborate with legal partners. Review documentation and evidence before litigation. Oversee post-judgment recovery activities, such as wage garnishments or asset tracing.