manage collection operations across a defined state/region for assigned buckets ensuring that collection processes are adhered to and targets are met
lead and develop a team of CMs providing training coaching and performance management to ensure effective collections
drive the team to achieve resolution rates/normalization rates or ROR for recovery
manage relationships with external collection agencies ensuring they adhere to organizational standards and deliver the required outcomes
evaluate agency performance regularly and address any issues to improve efficiency and effectiveness
ensure that all collection processes including account allocation visit schedules and reporting are followed accurately and timely governance and compliance
ensure that all activities comply with organizational policies and regulations
proactively raise red flags and challenges on issues within your region related to capacity shortage attrition upcoming local challenges etc
experience in managing collections for the region/state being hired for
strong understanding of the relevant region/state profile of customers within local districts good and challenging pin codes in terms of risk etc
knowledge of local agencies and has demonstrated skills of driving collection agencies
proficient in the local language
knowledge of code of conduct for collections and should be able to explain its importance
strong understanding of collections business should be familiar with metrics like resolution rates flow rates bounce rates ROR for recoveries NC/Skip ratio