Debt Soft Collection Manager

Operational Management

• Lead and manage a debt collection call center comprising 100+ employees.
• Develop and implement collection strategies to improve recovery rates.
• Monitor daily collection activities and ensure achievement of departmental KPIs.
• Ensure compliance with company policies, regulatory requirements, and collection procedures.
• Analyze collection performance and identify opportunities for improvement.
• Prepare and present collection reports, forecasts, and action plans to management.

Team Leadership

• Manage Team Leaders, Supervisors, and Collection Agents.
• Set performance targets and monitor team productivity.
• Conduct regular performance reviews and coaching sessions.
• Develop succession plans and build a high-performing collection team.
• Foster a culture of accountability, professionalism, and continuous improvement.

Performance & Quality Management

• Monitor call quality and customer interactions.
• Ensure adherence to service standards and collection best

practices.

• Identify training needs and coordinate staff development initiatives.
• Implement performance improvement plans where necessary.

Strategic Planning

• Develop collection campaigns and recovery initiatives.
• Optimize workforce planning and resource allocation.
• Utilize data analytics to improve collection efficiency and portfolio performance.
• Recommend process improvements and automation opportunities.

Stakeholder Management

• Collaborate with Operations, Risk, Legal, and Customer Service teams.
• Manage escalated customer cases and disputes.
• Provide regular updates and recommendations to senior management.