Debt Collection Manager

21 hours ago

Delhi, India A-Sphere Full time

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

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

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