SaveIN - Manager - Collections

Position Overview:

- The Collections Manager is responsible for overseeing the collection process for a portfolio of loan accounts, leading a team of in-house telecallers and external agencies, and developing strategies to optimize recovery rates.

- This role requires a blend of strategic oversight, hands-on management, and effective communication to ensure best-in-class performance in loan collections.

- The ideal candidate will have substantial experience in collections management, strong leadership capabilities, and a keen understanding of collection operations and strategy.

Key Responsibilities:

1. Portfolio Management:

- Team Leadership: Lead and manage a team of in-house telecallers and coordinate with external agencies to ensure high performance in loan collections.

- Account Management: Oversee a diverse portfolio of loan accounts, including both early-stage and late-stage accounts, and implement strategies to enhance recovery rates.

- Risk Identification: Monitor and analyze customer payment behavior to detect potential risks and proactively address collection issues.

- Reporting: Prepare and present detailed reports on collection activities, tele calling efficiency, recovery rates, and overall portfolio performance to senior management.

Collections & Dialer Strategy:

- Dialer Management: Oversee the day-to-day operations of predictive and auto dialers, manage campaign strategies, and assign cases based on skill sets.

- Campaign Management: Supervise IVR (Interactive Voice Response) and WhatsApp campaigns to optimize collection efforts.

- Capacity Planning: Plan and manage in-house calling capacity and/or agency requirements to handle the growing volume of loan accounts.

- Strategy Development: Develop and implement effective collections strategies to improve recovery rates while maintaining positive customer relationships.

- Industry Best Practices: Stay updated on industry best practices and regulatory changes to continuously enhance the collection process.

- Data Analysis: Analyze collection data and trends to identify improvement areas and implement corrective actions.

Communication:

- Department Collaboration: Work closely with risk management and legal departments to ensure a cohesive and compliant collection process.

- Customer Interaction: Communicate effectively with customers, providing assistance and negotiating repayment terms as necessary.

- Agency Management: Manage relationships with external collection agencies to improve performance on late-stage accounts.

- Merchant Relations: Build and maintain long-term relationships with merchants to address any red flags or escalations received from customers.

Hiring, Training & Development:

- Team Management: Lead, motivate, and manage a team of collection agents to meet and exceed monthly, quarterly, and annual collection targets.

- Recruitment Strategy: Develop and implement effective recruitment strategies to attract top talent for collection roles.

- Training Programs: Conduct comprehensive training programs for new and existing collection agents, focusing on compliance, communication skills, dispute handling, and effective negotiation techniques.

- Training Evaluation: Assess the effectiveness of training programs through performance metrics and continuously refine the training approach based on evolving industry trends.

Qualifications:

Experience: Minimum of 5-7 years of experience managing collection operations, particularly in unsecured digital lending or collections.

- Proven experience in handling and running a collection call center is essential.

- Leadership: At least 4-5 years of experience managing diverse teams, with a demonstrated ability to lead and motivate staff.

Education: Bachelor's degree in technology, finance, business, or a related field is preferred.

Skills:

- Exceptional written, oral, and organizational skills.

- Strong analytical and decision-making abilities to develop and implement collection strategies.

- Dialer Management: Good understanding of collection telecalling setups, including dialer management and campaign strategies.

- Agency Management: Prior experience in managing collection agencies is required