Agency Manager

White Force Outsourcing Services; Kolkata District; On-site; INR 600,000 - 900,000; Full time

Job summary

Olyv is seeking a specialist to manage portfolios and collections with multiple DPD buckets through vendors and agencies. The role focuses on achieving targets, developing collection strategies, and improving overall recovery performance.

The candidate will monitor KPIs, oversee vendor operations, and drive compliant customer experience while exploring market expansion aligned with growth plans.

Responsibilities

• Manage collections performance across multiple DPD buckets through Vendors/Agencies.
• Ensure achievement of collection targets in line with the operating and process plan.
• Formulate collection strategies based on DPD, market dynamics, portfolio segmentation, and business requirements.
• Identify non-performing segments and implement appropriate recovery or legal resolution strategies.
• Conduct regular performance reviews with vendors, agency supervisors, and callers against defined KPIs.
• Monitor field collections by bucket, vintage, and region to optimize collection costs.
• Participate in developing portfolio treatment strategies to maximize recovery and improve resolution rates.
• Resolve customer complaints through escalation and resolution mechanisms and ensure 100% coverage of allocated collection cases while maintaining customer satisfaction.
• Identify emerging markets aligned with business growth plans and evaluate expansion opportunities based on portfolio volumes.

Job description

Portfolio & Collections Management

• Manage collections performance across multiple DPD buckets through Vendors/Agencies.
• Ensure achievement of collection targets in line with the operating and process plan.
• Formulate collection strategies based on DPD, market dynamics, portfolio segmentation, and

business requirements.

• Identify non-performing segments and implement appropriate recovery or legal resolution

strategies.

Vendor & Operations Management

• Ensure adequate infrastructure and resource availability across vendor partners.
• Monitor agency tele-calling and field collection operations to achieve operational efficiency.
• Manage hiring, attrition, and shrinkage to ensure uninterrupted operations.

Jobs at Olyv

• Conduct regular performance reviews with vendors, agency supervisors, and callers against

defined KPIs.

Performance & Cost Management

• Monitor field collections by bucket, vintage, and region to optimize collection costs.
• Participate in developing portfolio treatment strategies to maximize recovery and improve

resolution rates.

• Perform peer benchmarking to drive best-in-class recovery performance.
• Ensure timely reporting of monthly collection cost provisions to the Finance team.

Compliance & Customer Experience

• Ensure adherence to compliance policies, collection processes, audit requirements, and the

Code of Conduct.

• Resolve customer complaints through appropriate escalation and resolution mechanisms.
• Ensure 100% coverage of allocated collection cases while maintaining customer satisfaction.

Business & Market Development

• Identify emerging markets aligned with business growth plans.
• Evaluate expansion opportunities based on portfolio volumes.
• Raise timely concerns on sourcing quality to maintain portfolio health.

Measures of Success (KPIs)

• Portfolio Coverage
• GNPA (3.30+ & 90+ Delinquency Rate)
• Gross Write-Off (GWO) Recovery Rate
• Absolute Recovery
• Cost of Collection
• Recovery on Recovery (ROR)
• Settlement Waiver Rate
• Regulatory Customer Complaint %
• Process Adherence as per MOURole & responsibilities

Preferred candidate profile