Agency Manager – Debt Collection

5 days ago

Mumbai, India FatakPay Full time
Job Description: Agency Manager – Debt Collection (Outsourcing Management)

Location: Marol, Andheri East, Mumbai

CTC Range - 5.5-7.5 LPA

Experience: Minimum 5 years in Debt Collection, with at least 2 years of experience managing outsourced agencies

Education: Graduate in any discipline

Additional Certification: DRA Certificate (added advantage)

Key Responsibilities:

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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:

- Experience: Minimum 5 years in debt collection, with at least 2 years managing outsourced agencies.-

- Education: Graduate in any discipline.-

- 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.- Certification: DRA Certificate is an added advantage.-

- Work Ethic: Strategic 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 Location: Marol, Andheri East, Mumbai

How to Apply:

Interested candidates can send their resumes to

Note: Please mention "Agency Manager – Debt Collection" in the subject line of your email.

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