FatakPay | Agency Manager – Debt Collection | india

3 weeks ago

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:

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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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