Collections Manager

Job Summary:

The Collections Manager plays a critical role in driving recovery performance through real-time monitoring, strategic decision-making, and efficient execution of corrective actions. This role leads the collections team with a risk-segmented approach to maximize recovery rates while ensuring compliance and maintaining a customer-centric experience. Strong expertise in collection-related risk assessment, operational efficiency, and dynamic, risk-based strategies is essential for success in this position.

Key Responsibilities:

• Tactical Execution & Risk-Based Collections:
  • Prioritize accounts based on risk-segmentation.
  • Align collection efforts with risk levels instead of rigid schedules to maximize efficiency.

• Operational Excellence & Process Optimization:
  • Optimize workflows to improve collection efficiency.
  • Conduct ongoing process analysis to identify bottlenecks, inefficiencies, and areas for immediate intervention.
  • Leverage data insights to adjust tactics in real-time, ensuring collection efforts align with delinquency patterns.
• Performance Monitoring & Real-Time Analytics:
  • Establish and track key performance indicators (PTP rates, Kept rates, and risk-weighted recovery rates) in real-time dashboards.
  • Generate and present actionable performance reports to immediate supervisor, focusing on areas requiring immediate tactical adjustments.
• Team Leadership & Development:
  • Lead, train, and mentor the collections team to ensure data-driven execution of recovery tactics.
  • Set clear, risk-adjusted targets for the team, ensuring high accountability and performance monitoring.
  • Foster a culture of agility and responsiveness, enabling the team to pivot tactics as risk profiles evolve.
• Regulatory Compliance & Customer-Centric Approach:
  • Ensure all collection activities comply with regulations, debt collection rules, and company policies, ensuring ethical recovery practices.

Qualifications & Skills:

• Minimum of 10 years of experience in collections management, with a strong track record in tactical execution and real-time decision-making.
• Proficiency in collections management systems, data analytics tools, and CRM software.
• Strong analytical skills with expertise in real-time data monitoring and risk assessment.
• Excellent leadership, problem-solving, and negotiation skills.
• Deep understanding of loan collections, delinquency management, and legal recovery processes.
• Ability to work in a fast-paced, high-pressure environment requiring quick tactical decisions.

Core Competencies:

• Risk-Based Decision Making: Ability to prioritize collections based on delinquency risk segmentation.
• Tactical Execution: Expertise in real-time monitoring and quick corrective actions.
• Analytical Thinking: Ability to interpret complex data and drive immediate tactical improvements.
• Operational Efficiency: Strong ability to refine processes, optimize workflows, and implement best practices.
• Leadership & Team Agility: Capability to train and lead teams in a dynamic, data-driven environment.
• Communication & Negotiation: Strong skills in handling customer interactions and negotiating repayment terms effectively.
• Regulatory Compliance: Deep knowledge of financial regulations and compliance requirements.
• Problem-Solving: Ability to identify challenges, implement corrective actions quickly, and continuously improve collection processes.