FatakPay Digital - Agency Manager - Debt Collection

Job Description : Agency Manager - Debt Collection (Outsourcing Management).

Location: Marol, Andheri East, Mumbai.

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

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.

Technical Skills:

- Proficiency in Excel for data analysis and reporting.

- Experience with CRM systems and dialer tools.