Agency Manager – Collection Specialist Team

 Ensure appropriate infrastructure and resource availability in vendors to carry out collections
as per operating plan
Formulate collection strategies for the dpd basis as well as per market dynamics, portfolio
spread/segmentation and business requirements
Identify critical /non performing segments and ensure appropriate legal hardship tools are
applied to them for satisfactory resolution
Conduct regular performance review with all vendors, Agency superviosers & callers for all
critical metrics to track the portfolio health and ensure healthy process
Monitor field collections by bucket/vintage/region to ensure cost adherence in operations
and achieve cost efficiencies
Ensure adherence to Compliance Policy, Collections processes and Audit requirements, Code
and conduct and maintaining standards to achieve customer satisfaction
Ensure proper recourse mechanism is followed to resolve customer compl

Skills: Excellence in everything we do: Take responsibility for the quality & timelines of your actions & own the results till closure 2. Empathy Put yourself in other s shoes first,work collaboratively,put aside the individual in you & work towards the larger benefit of all 3. Innovation Constantly think ahead,build something new & different. Don t fear to fail