Agency Manager

slice; Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

A financial services company in Bengaluru seeks a Collections Manager to lead external collection agencies, develop recovery strategies, and ensure compliance with laws. The ideal candidate will have a Bachelor's degree in Business or Finance and proven experience in managing collections teams. Strong leadership, communication skills, and a deep understanding of recovery operations are essential for optimizing results and maintaining stakeholder relationships.

Qualifications

• Bachelor’s degree in Business, Finance, or a related field; advanced degree or certifications in collections or related fields is a plus.
• Proven experience in managing collections and field recovery teams.
• Deep understanding of field recovery operations and strategies.
• Experience managing external agencies, including performance monitoring and negotiations.
• Excellent communication and stakeholder engagement skills.
• Familiarity with legal and regulatory frameworks in collections.

Responsibilities

• Lead and manage a network of external collection agencies to meet performance targets.
• Develop and implement field recovery strategies to recover overdue accounts.
• Set KPIs and monitor the performance of collection agencies.
• Set KPIs and monitor agency performance to ensure targets are met.
• Coordinate field operations with Operations, Legal, and Customer Support.
• Provide ongoing training and support to agency teams.
• Ensure collections practices comply with laws and internal policies.
• Regularly report on recovery performance and identify improvements.
• Maintain clear communication with senior leadership on progress and challenges.
• Continuously refine the collections process to optimize results.

Skills

Leadership

Communication

Problem-solving

Negotiation

Negotiation

Stakeholder communication

Field operations coordination

Education

Bachelor's degree in Business or Finance

Advanced degree or certifications in collections

Job description

Responsibilities

• Lead and manage a network of external collection agencies, ensuring they meet performance targets and adhere to regulatory and company standards.
• Develop and implement field recovery strategies to recover overdue accounts, optimize collection routes, and increase recovery rates.
• Design and improve collection workflows to enhance recovery efficiency, reduce costs, and improve customer engagement.
• Set KPIs and monitor the performance of collection agencies, ensuring that recovery targets are consistently met.
• Work closely with internal teams (e.g., Operations, Legal, and Customer Support) to coordinate field operations and ensure a seamless recovery process.
• 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.
• Ensure that all collections practices comply with relevant laws, regulations, and internal policies to avoid legal risks and maintain ethical standards.
• Regularly report on the performance of field recovery efforts and identify areas for improvement.
• Maintain clear and regular communication with key stakeholders, including senior leadership, regarding recovery progress and challenges.
• Continuously evaluate and refine the collections process to optimize results and enhance overall operational efficiency.

Qualities and Experience

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