Agency Manager

What you will do

• Agency Management: Lead and manage a network of external collection agencies, ensuring they meet performance targets and adhere to regulatory and company standards.
• Field Recovery Strategy: Develop and implement field recovery strategies to recover overdue accounts, optimize collection routes, and increase recovery rates.
• Collections Flows Optimization: Design and improve collection workflows to enhance recovery efficiency, reduce costs, and improve customer engagement.
• Performance Monitoring: Set KPIs and monitor the performance of collection agencies, ensuring that recovery targets are consistently met.
• Collaboration: Work closely with internal teams (e.g., Operations, Legal, and Customer Support) to coordinate field operations and ensure a seamless recovery process.
• Training & Development: Provide ongoing training and support to agency teams to ensure they are well-equipped with the necessary tools, techniques, and knowledge to succeed in their recovery efforts.
• Risk and Compliance Management: Ensure that all collections practices comply with relevant laws, regulations, and internal policies to avoid legal risks and maintain ethical standards.
• Reporting & Analytics: Regularly report on the performance of field recovery efforts and identify areas for improvement.
• Stakeholder Communication: Maintain clear and regular communication with key stakeholders, including senior leadership, regarding recovery progress and challenges.
• Process Improvement: Continuously evaluate and refine the collections process to optimize results and enhance overall operational efficiency.

What you will need

• Educational Background: A Bachelor’s degree in Business, Finance, or a related field; advanced degree or certifications in collections or related fields is a plus.
• Experience: Proven experience in managing collections and field recovery teams, preferably within a financial or lending environment.
• Field Recovery Expertise: Deep understanding of field recovery operations, strategies, and best practices in collections.
• Agency Management: Experience in managing external agencies, including performance monitoring, negotiations, and relationship management.
• Leadership Skills: Strong leadership abilities with a track record of managing and motivating teams to achieve recovery targets.
• Communication Skills: Excellent communication and interpersonal skills, with the ability to engage with internal teams, agencies, and stakeholders at all levels.
• Regulatory Knowledge: Familiarity with the legal and regulatory frameworks surrounding collections and recovery practices.
• Problem-Solving: Proactive problem-solving abilities with a focus on finding practical solutions to improve collections outcomes.
• Customer-Centric Mindset: Ability to balance collections targets with maintaining positive customer relationships.