Zonal Collections Head, West

Role Summary:

We are seeking a dynamic and experienced Zonal Head to lead and manage our field collection operations within the designated zone. The ideal candidate will have a proven track record in managing large teams, developing strategies to improve collection efficiency, and ensuring compliance with regulatory standards. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of the financial services industry.

Key Responsibilities:

Leadership and Team Management:

• Lead, mentor, and manage a team of field collection agents and regional managers.
• Set performance targets and monitor the teams performance against those targets.
• To Foster a culture of accountability, continuous improvement, and excellence within the team.

Strategic Planning and Execution:

• Develop and implement effective field collection strategies to minimize delinquencies and maximize recoveries.
• Analyse data to identify trends and areas for improvement and adjust strategies accordingly.
• Coordinate with other departments (e.g., Risk, Compliance, Customer Service) to ensure a cohesive approach to collections.

Operational Efficiency:

• Optimize field collection processes to enhance efficiency and effectiveness.
• Ensure timely and accurate reporting of collection activities and performance metrics.
• Utilize technology and automation to streamline field operations.

Regulatory Compliance:

• Ensure all field collection activities comply with relevant laws, regulations, and company policies. Stay updated on changes in regulatory requirements and adjust processes as needed.
• Handle escalated cases with sensitivity and adherence to legal standards.

Customer Interaction:

• Oversee the resolution of complex and high-value cases, maintaining a customer-centric approach.
• Ensure field agents handle customer interactions professionally and ethically.
• Implement strategies to maintain positive customer relationships while achieving collection targets.

Attributes we are looking for:

• Minimum of 8-10 years of experience in field collections within the financial services industry, with at least 5 years in a leadership role.
• Proven ability to manage and motivate large teams.
• Strong analytical skills and experience with data-driven decision making.
• Excellent communication, negotiation, and interpersonal skills.
• In-depth knowledge of relevant regulatory requirements and compliance standards.
• Proficiency in using collection software and tools.
• Bachelors degree is a must, masters in business administration, or a related field is preferred.