Key Responsibilities:

Team Management:

Lead, coach, and mentor a team of collection agents.

Conduct regular team meetings to communicate goals, targets, and performance expectations.

Provide ongoing feedback and performance evaluations to team members.

Performance Optimisation:

Develop and implement effective collection strategies to maximize recovery rates.

Monitor individual and team performance against targets and take corrective actions as needed.

Analyse trends and recommend process improvements to enhance efficiency.

Training and Development:

Conduct training sessions for new hires and ongoing skill development for existing team members.

Keep the team updated on industry regulations, compliance requirements, and best practices in debt collection.

Compliance and Quality Assurance:

Ensure that the team operates in compliance with relevant laws, regulations, and company policies.

Conduct regular audits to maintain quality standards in communication and documentation.

Resource Management:

Manage staffing levels, including scheduling and workload distribution, to meet operational requirements.

Collaborate with HR for recruitment and onboarding of new team members.

Skills:

Proven experience in debt collection with a minimum of 2-3 years in a leadership role.

Strong knowledge of debt collection laws, regulations, and industry best practices.

Excellent communication and interpersonal skills.

Leadership qualities with the ability to motivate and inspire a team.

Analytical skills to assess performance metrics and implement improvements.

Proficient in using collection management software and MS Office applications.

Good time management abilities 

Ability to tolerate stress and pressure

Must be quick learner 

People Management

Time Management 

Decision Making 

Performance Management 

Planning and Organization 

Leadership Skills