Job description

Prepare weekly and monthly performance dashboards for outsourced collection agencies to evaluate recovery performance, productivity levels, and achievement of assigned KPIs.
Audit outsourced collection agency workflows to ensure adherence to the agreed collection intensity, including frequency of calls and field visits, to maintain operational compliance and collection efficiency.
Review and validate agency commission calculations and submitted invoices to ensure payments are aligned with actual successful collections and approved contractual terms.
Supervise and monitor the performance of outsourced collection agencies and field collection offices to ensure achievement of assigned recovery targets.
Manage the daily follow-up of delinquent accounts assigned to external collection offices to ensure timely collection actions and effective resolution of overdue cases.
Evaluate agency performance against agreed KPIs, including recovery rates, roll rates, productivity, and compliance standards, to identify performance gaps and improvement opportunities.
Analyze portfolio aging and delinquency trends to identify areas requiring immediate attention.
Monitor field visits, skip tracing activities, and repossession actions conducted by outsourced agencies to ensure proper execution, compliance, and achievement of recovery objectives.
Develop and implement corrective action plans for underperforming agencies to improve operational efficiency, recovery performance, and service quality.

Skills description

What will you need?

• Educational background: Bachelor’s degree in commerce or any related field.
• Experience: 1-2 years’ experience.
• Technical proficiency:
• Ownership
• Functional skills
• Ideas presentation and taking initiative
• Continuous learning
• Customer centricity
• Knowledge of all processes followed
• Awareness of all customer locations and importance of own role