Regional Collections Manager

Job Description:

On-Boarding of Debt Collection Agencies (DCA):

- Conduct the on-boarding process for selected Debt Collection Agencies according to the Outsourcing and Regulatory Requirements (ORR) of the bank.

- Ensure that DCAs meet all necessary compliance and documentation standards set by the bank.

Compliance Oversight:

- Monitor and ensure that the Debt Collection Agencies (DCA) comply with all outsourcing requirements and regulatory guidelines established by the bank.

- Conduct regular audits and assessments to verify compliance.

Customer Complaints Handling:

- Review and investigate customer complaints related to the activities of Debt Collection Agencies.

- Take necessary actions to resolve complaints in a timely and satisfactory manner.

Settlement Proposals Review:

- Evaluate settlement proposals submitted by Debt Collection Agencies on behalf of customers.

- Assess the proposals in line with bank policies and procedures.

Controlled Self-Assessment:

- Perform controlled self-assessments on Debt Collection Agencies on a monthly basis.

- Ensure adherence to performance standards and identify areas for improvement.

Capacity Planning:

- Plan and forecast the capacity requirements of Debt Collection Agencies based on business needs and collection targets.

- Optimize resource allocation to ensure efficient debt recovery operations.

Account Allocation Management:

- Monitor and ensure timely allocation of delinquent accounts to Debt Collection Agencies.

- Coordinate with internal teams to prioritize accounts based on risk and recovery potential.

Field Collector Productivity Tracking:

- Track and analyze the productivity of field collectors employed by Debt Collection Agencies.

- Implement strategies to maximize payment recoveries from delinquent accounts.

Invoice Management:

- Review invoices raised by Debt Collection Agencies for services rendered.

- Ensure accuracy and timely processing of payments to Debt Collection Agencies.

Ad-hoc Responsibilities:

- Undertake any other responsibilities assigned by the supervisor as per business requirements.

- Handle special projects or initiatives aimed at improving collection efficiencies or customer satisfaction.

Required Skills and Qualifications:

Experience:

- Significant experience in debt collection, preferably in a managerial or supervisory role within financial services or banking.

Knowledge:

- Strong understanding of debt collection processes, regulatory requirements, and outsourcing guidelines.

Analytical Skills:

- Ability to analyze data, performance metrics, and financial information related to debt recovery.

Communication:

- Excellent verbal and written communication skills to interact with DCAs, internal stakeholders, and customers.

Problem-Solving:

- Effective problem-solving skills to address customer complaints, resolve issues with DCAs, and optimize collection strategies.

Organization:

- Strong organizational skills to manage multiple tasks, deadlines, and priorities effectively.

Team Management:

- Experience in managing a team or coordinating activities across different stakeholders