About this role
Key Responsibilities
Team Management
• Supervise and coordinate daily activities of the debt collection team to ensure smooth
operations and target achievement.
• Allocate portfolios and tasks to team members to optimize recovery efforts.
• Monitor and review individual and team performance regularly, providing feedback and
setting action plans as needed.
Coaching and Development
• Provide on-the-job coaching, mentoring, and guidance to team members to improve their
collection techniques and communication skills.
• Identify training needs and work with the training department to organize relevant
sessions.
• Conduct performance reviews and assist in setting individual and team goals.
Performance and Target Achievement
• Drive the team to achieve or exceed monthly recovery targets.
• Develop and implement strategies to improve collection rates and reduce non-performing
accounts (NPA).
• Monitor team productivity and address any performance gaps proactively.
Compliance and Quality Assurance
• Ensure the team adheres to debt collection policies, regulatory requirements, and quality
standards.
• Perform regular audits of call recordings, correspondence, and other collection activities
to ensure compliance.
• Address any compliance breaches and escalate where necessary.
Reporting and Communication
• Generate and present daily, weekly, and monthly performance reports to management.
• Communicate updates on policies, targets, and expectations to the team.
• Serve as a liaison between the team and senior management, relaying concerns and
feedback.
Risk and Issue Resolution
• Identify potential risks in the collection process and recommend solutions to mitigate
them.
• Handle escalated client cases professionally and resolve issues efficiently
Qualifications and Skills
• Educational Background: Diploma or Degree from a recognized institution
• Experience:
o Minimum of 1-year experience in debt collection or either in a supervisory or leadership role
• Skills:
- Strong leadership and team management abilities.
-Excellent negotiation and communication skills.
- Proficiency in CRM and debt collection systems.
-Analytical and problem-solving mindset.
- Ability to handle pressure and meet deadlines.
• Personal Attributes:
- High integrity and professionalism.
- Strong decision-making ability.
- Proactive and results-oriented.
Additional Responsibilities
• Conduct team briefings and debriefings to discuss progress, challenges, and successes.
• Develop strategies to improve customer relationships while ensuring repayment.
• Stay updated on industry trends, debt recovery regulations, and best practices.