Head collector

Key Responsibilities:

    Managing the Debt Collection Process: Leading the debt collection team, monitoring and controlling customer interaction at all stages (from initial reminders to debt recovery).

    Developing and Implementing Improvement Strategies: Creating and executing initiatives to improve the effectiveness of debt collection, considering the specifics of short-term and long-term loans as well as vehicle and motorcycle secured loans.

    Monitoring and Analyzing KPIs: Regularly monitoring key performance indicators (KPIs) such as Recovery Rates, Roll Rates, Cost of Collection, and other operational metrics.

    Team Management: Setting and overseeing the achievement of team and individual KPIs, leading regular meetings, and coordinating the collection team’s activities.

    Communication Channels Development: Implementing and optimizing communication channels for customer interaction, including IVR, SMS, push notifications, email, and others, to improve collection efficiency.

    Cross-department Collaboration: Coordinating with the Quality Control team, analysts, BI developers, and IT to develop effective scripts, improve processes, and implement technological solutions.

    Planning and Strategy: Developing and regularly updating a roadmap for key work areas, including setting priorities and goals for the team.

    Working with Analysts and IT: Formulating and assigning tasks for analysts, BI developers, and the IT team, collaborating closely for process optimization.

    Reporting and Communication with Management: Conducting regular reporting meetings with company leadership, presenting performance results, and providing suggestions for process improvements.

Requirements:

    Education: Higher education in Mathematics or a technical field.

    Work Experience: 3 to 6 years of experience in debt collection or customer-facing roles in financial institutions (banks, collection agencies, fintech companies).

    Managerial Experience: Experience managing teams of 3 or more people is an advantage.

    Team Management Skills: Understanding the principles of effective team management and employee motivation.

    Technology Knowledge: Experience with collection systems, client request aggregation platforms, and an understanding of telephony dialer systems.

    Language Skills: Proficiency in spoken English (B2 level or higher).

    Technical Skills: Proficiency in MS Office (Excel, PowerPoint); knowledge of SQL is an advantage.

    Additional Preferences: Analytical or consulting experience is an advantage.