Collection Manager

Roles and Responsibilities

Job Description:-

Operations Management

• Have deep understanding of US based 3rd party collections industry and operations.
• Designing and managing metric driven 3rd party collections & dialer strategies and motivate team members to deliver strong results.
• Ensure operational standards are met or exceeded for service, productivity, quality, employee development,
• and employee engagement across all managed teams
• Develop and manage financial/operational plans and book-of-business P&L.
• Drive operational efficiency and utilization, manpower planning, hiring and training.
• Review operational performances weekly and monthly at collector and portfolio levels.
• Adherence to US collections related compliance requirements including FDCPA, TCPA and other applicable US State and Federal regulations.
• Ensure compliance with internal policies and procedures.

Leadership and Client Management

• Interacting and coordinating with the process owners / functional heads from the client side to understand

requirements identify opportunities and communicate feedback / solutions.

• Understanding the bigger business goal and aligning efforts to same.
• Generating and publishing end to end performance reporting for internal leadership team.
• Highlighting key risk areas in the business and providing well defined solutions.

People Management

• Lead, coach, motivate, engage and manage for the leadership and strategic development of direct reports,

ensuring development is occurring across all levels, and developing a workgroup structure that allows for

individual and position growth opportunity, thereby maximizing the value and potential of team

• Carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws; this

includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising

performance; rewarding and disciplining employees; addressing complaints and resolving problem

• People management, control attrition & drive best HR practices

Experience Required

• Minimum Bachelors degree
• Should have an experience of handling 100-150 US centric 3rd party collectors.
• Should have 10-15 years of experience in US 3rd party collection out of which minimum 5 years’ experience should be in team management role.
• Strong knowledge of US debt collection industry and laws related to it. (Regulatory certification preferred).
• Knowledge of FDCPA, FCPA and state laws is a must
• Proven ability to impart effective collections training suitable for US based 3rd party collections.
• Must have proficiency in Microsoft suite (Excel, Word, PowerPoint, and Outlook)
• Strong verbal and written communication skills
• Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback
• Strong time management and organization skills with the ability to prioritize, multi-task, solve problems under time-constraints, meet deadlines and deliver results
• Self-motivated and able to work independently with little direction and supervision
• Effective internal communication skills including ability to work with all levels of the organization