Agency Manager
3 weeks ago
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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