1. Agency Management:

• Manage and supervise the performance of assigned DCAs to ensure collection targets are consistently achieved.
• Conduct regular performance reviews with agency management and recommend corrective action plans when necessary. - Oversee onboarding, training, and ramp-up of new DCAs to ensure seamless integration and alignment with business expectations.

2.Performance Monitoring:

• Track daily, weekly, and monthly KPIs (e.g., recovery rates, contact rates, promise-to-pay conversions).
• Analyze performance reports and provide actionable feedback to agencies to drive improvements.
• Identify underperforming areas and develop action plans to address gaps.

3. Compliance and Quality Assurance:

• Ensure all agency activities comply with company policies, regulatory requirements, and ethical collection practices.
• Conduct audits and random quality checks to assess call quality, adherence to scripts, and proper handling of customer interactions.
• Address and escalate non-compliance issues promptly.

4. Operational Support:

• Act as the main point of contact between internal stakeholders (e.g., Regional collection, Legal, Compliance teams) and external DCAs.
• Support operational initiatives, system enhancements, and new project rollouts affecting the outsourced collections network.
• Provide input and advisory support on commission schemes, incentive structures, and productivity frameworks for agencies.

5. Reporting:

• Prepare regular performance updates and reports for internal management review.
• Recommend improvements to strategies based on data-driven insights and market conditions.

•  Minimum 1-2 years of Supervisory or leadership experience in financial services, collections agency experience.
•  Proven ability to coordinate across teams, understand strategic logic, and drive operational alignment.
•  Strong self-management, problem-solving mindset, and ability to execute under pressure.
•  Familiarity with performance-driven environments, KPIs, and the dynamics of in-house vs DCA operations.
•  Comfortable working in a fast-paced, cross-cultural setting with flexibility to adjust to regional schedules when needed.
• Good communication skills are needed, as this role involves working with other regional teams.