Job Description

Hiring a Collections Supervisor/Manager to lead and manage the collections team, drive collection and recovery targets, develop and implement collection strategies, oversee daily operations, ensure compliance with policies and legal requirements, monitor performance and reporting, handle escalations, and collaborate with internal and external stakeholders.

Job Requirements

Key Responsibilities:

• Lead, supervise, and manage the collections team to achieve monthly collection and recovery targets.
• Monitor team performance, productivity, attendance, and KPI achievement.
• Provide coaching, training, and performance feedback to collection agents.
• Develop and implement effective collection strategies to improve recovery rates and minimize delinquency.
• Oversee daily collection operations and ensure smooth workflow management.
• Review delinquent accounts and support escalation handling for difficult or high-risk cases.
• Analyze collection performance data, recovery trends, and team productivity metrics.
• Prepare management reports on collection performance, aging accounts, and recovery status.
• Recommend operational improvements to enhance collection efficiency.
• Ensure all collection activities comply with company policies, regulatory requirements, and legal guidelines.
• Monitor adherence to SOPs, scripts, and customer handling standards.
• Handle escalated complaints and ensure ethical collection practices are maintained.
• Work closely with operations, compliance, customer service, and management teams to support business objectives.
• Coordinate with external agencies or legal teams where necessary.
• Assist in developing collection SOPs, workflows, and performance standards.
• Conduct onboarding and continuous training for collection staff.
• Drive team engagement and maintain a high-performance work culture.

Requirements / Qualifications:

• Minimum Diploma or Degree qualification.
• Must have Minimum 3 - 5 years of experience in collections, recovery, or call center operations.
• Ecperience with Micro loans / loans and Auto dialler system is an added advantage.
• Prior leadership or supervisory experience preferred.
• Strong leadership, communication, negotiation, and conflict resolution skills.
• Good analytical and reporting abilities.
• Familiarity with collections systems and Microsoft Office applications.
• Able to work in a target-driven and fast-paced environment.

Skills