Call Center Manager-Debt Management

Job description

**Job Requirements** About the Role The Area Collection Manager is responsible for managing a team and coordinating operational recovery activities for a credit portfolio within an assigned territory. This includes ensuring adherence to corporate policies and procedures, minimizing front-end delinquencies, and collaborating with the legal team to manage delinquent accounts. The role entails end-to-end responsibility for collections in the allocated area and has a direct impact on the financial institution's budget planning and overall organizational objectives. Key Responsibilities **Primary Responsibilities** - Handle collections for specific products within the assigned area. - Responsible for managing field agencies to support doorstep collection operations. - Ensure collection efficiency and manage cost of collections. - Track and control delinquency bucket-wise and DPD-wise, with a focus on non-starters. - Review account allocations and set collection targets for agencies/in-house teams. - Follow up regularly with default customers through a dedicated team. - Ensure collection agencies and executives adhere to legal guidelines. - Manage productivity by setting and monitoring performance parameters for in-house and agency teams. - Ensure adequate 'Feet on Street' availability area-wise, bucket-wise, and segment-wise. - Conduct background and reference checks for appointed agencies/DCTs and evaluate them regularly. - Collaborate with the legal team to initiate legal action on specified cases. - Build relationships with key clients to ensure timely collections. - Determine suitable tactics or strategies for timely collections. Secondary Responsibilities - None specified. What We Are Looking For Education - Graduate – Any discipline. - Postgraduate – Any discipline. **Experience** - Relevant years of experience in collections. Skills and Attributes - Strong leadership and team management skills. - Excellent communication and interpersonal abilities. - Sound understanding of collection processes and legal guidelines. - Ability to analyze data and implement effective collection strategies. - Proficiency in managing third-party agencies and internal teams. - Detail-oriented with strong organizational skills.