FatakPay Digital - Agency Manager - Debt Collection

Job Description

About The Role Agency Manager - Debt Collection (Outsourcing Management). LocationMarol, Andheri East, Mumbai. ExperienceMinimum 5 years in Debt Collection, with at least 2 years of experience managing outsourced agencies. Additional CertificationDRA Certificate (added advantage). Key Responsibilities: 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. Performance Monitoring: - Track the performance of agencies in different DPD buckets. - Analyze recovery metrics and ensure agencies meet assigned recovery targets. - Conduct regular performance reviews and implement corrective actions when needed. Compliance and Quality Control: - Monitor agencies for adherence to regulatory requirements and company compliance standards. - Ensure customer interactions are professional, ethical, and compliant with industry norms. - Conduct periodic audits and checks to maintain quality in the debt collection process. Collaboration and Coordination: - Act as a liaison between outsourced agencies and in-house teams, including Legal, Compliance, and Field Operations. - Provide agencies with necessary data, tools, and resources for effective recovery. - Address escalated cases or customer grievances related to agency interactions. 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. 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. Training and Development: - Provide regular training and updates to agency staff on company policies, processes, and regulatory changes. - Organize workshops or refresher sessions to align agency operations with company goals. Key Skills and Requirements: - ExperienceMinimum 5 years in debt collection, with at least 2 years managing outsourced agencies. Technical Skills: .- Proficiency in Excel for data analysis and reporting.- Experience with CRM systems and dialer tools.Leadership Skills: - Strong ability to manage multiple agencies and drive results.- Excellent negotiation and conflict resolution skills.Communication Skills: - Fluent in English and regional languages.- Effective communication and interpersonal skills for managing external partners.CertificationDRA Certificate is an added advantage.Work EthicStrategic thinker with strong organizational and time management skills.Job Perks:- Competitive salary with performance-based incentives.- Opportunity to work in a dynamic and fast-growing fintech environment.- Exposure to innovative debt recovery strategies and practices.Job LocationMarol, Andheri East, Mumbai.ApplySaveSaveProInsights