Key Responsibilities
- Collection Strategy: Develop and implement collection strategies and initiatives to optimize recovery rates, reduce delinquencies, and minimize credit losses across the region, leveraging data analytics and industry best practices.
- Team Management: Lead, mentor, and supervise a team of collection managers and officers within the region, providing guidance, coaching, and support to achieve collection targets and KPIs.
- Portfolio Analysis: Monitor portfolio performance, analyze delinquency trends, and identify areas for improvement, developing proactive strategies to address potential defaults and mitigate credit risks.
- Customer Engagement: Establish and maintain effective communication channels with delinquent customers, negotiating payment arrangements, and resolving payment disputes to facilitate debt recovery.
- Compliance Oversight: Ensure compliance with regulatory requirements, company policies, and industry best practices in collection activities, adhering to fair debt collection practices and maintaining confidentiality of
customer information. - Performance Monitoring: Monitor collection performance metrics, track KPIs, and prepare reports for senior management, providing insights and recommendations for process improvement and risk mitigation.
- Training and Development: Conduct training sessions for collection staff to enhance their skills and knowledge in negotiation techniques, conflict resolution, and regulatory compliance, fostering professional development and growth within the team.
- Vendor Management: Manage relationships with external collection agencies, law firms, and repossession agents, negotiating service agreements, monitoring performance, and ensuring adherence to service level agreements (SLAs).
- Technology Integration: Collaborate with IT and software development teams to enhance collection systems and
tools, implementing automation and digital solutions to improve efficiency and effectiveness. - Stakeholder Collaboration: Collaborate with cross-functional teams, including credit, underwriting, legal, and
operations departments, to coordinate efforts in managing delinquencies, resolving disputes, and implementing collection strategies.
Qualification
- Bachelor’s degree in business administration, finance, or related field; MBA or equivalent qualification preferred.
- 5+ years of experience in collection management, preferably in the financial services industry or NBFC sector.
- Strong leadership and people management skills, with the ability to motivate and inspire teams to achieve collection targets and deliver exceptional results.
- Analytical mindset with proficiency in data analysis tools and techniques, and the ability to derive actionable insights from collection data.
- Excellent communication and negotiation skills, with the ability to build rapport with customers and negotiate payment arrangements.
- Results-oriented mindset with a focus on achieving collection targets, reducing delinquencies, and maximizing
recovery rates. - Proficiency in MS Office Suite and familiarity with collection management software and systems.