Call Center Manager-Debt Management

Job Requirements

About the Role

The Call Center Manager-Debt Management is responsible for managing a team and coordinating operational recovery activities for a credit portfolio within an assigned territory. This includes ensuring adherence to corporate policies and procedures, minimizing front-end delinquencies, and collaborating with the legal team to manage delinquent accounts. The role entails end-to-end responsibility for collections in the allocated area and has a direct impact on the financial institution's budget planning and overall organizational objectives.

Primary Responsibilities

• Handle collections for specific products within the assigned area.

• Responsible for managing field agencies to support doorstep collection operations.

• Ensure collection efficiency and manage cost of collections.

• Track and control delinquency bucket-wise and DPD-wise, with a focus on non-starters.

• Review account allocations and set collection targets for agencies/in-house teams.

• Follow up regularly with default customers through a dedicated team.

• Ensure collection agencies and executives adhere to legal guidelines.

• Manage productivity by setting and monitoring performance parameters for in-house and agency teams.

• Ensure adequate 'Feet on Street' availability area-wise, bucket-wise, and segment-wise.

• Conduct background and reference checks for appointed agencies/DCTs and evaluate them regularly.