Field Collections Manager
Duties & Responsibilities:
- Supervise and monitor the daily performance of field collection teams to ensure effective execution of collection strategies and achievement of targets.
- Review attendance and activity reports of field collectors, ensuring compliance with schedules and operational standards.
- Conduct regular field visits and audits to assess collection effectiveness, customer engagement quality, and adherence to company policies.
- Identify underperforming team members and implement appropriate coaching, corrective actions, or performance improvement plans.
- Review and analyze problematic accounts to identify root causes and formulate solutions that improve PTP (Promise to Pay) and payment conversion rates.
- Collaborate with Area Managers or Team Leads to drive productivity, manage delinquent accounts, and maintain healthy portfolio performance.
- Conduct weekly and monthly performance reviews with collection teams to evaluate progress and address operational challenges.
- Implement performance-related documents such as Coaching or Warning Letters when necessary.
- Support manpower planning activities including recruitment, training, and capacity management based on operational needs.
- Ensure field teams maintain updated knowledge of collection processes, compliance standards, and industry best practices.
- Prepare and submit regular performance and operational reports to management.
- Ensure all field staff comply with all regulatory compliance and company compliance policies.
- Promote a culture of accountability, teamwork, and continuous improvement within the field collection organization.
- Follow collections code of conduct & make sure team do ethical collection practices, without any user/customer complaints.
Qualifications:
- Bachelor’s degree in Business, Finance, or a related field.
- At least 5–8 years of experience in field collections, with 3+ years in a supervisory or managerial role.
- Strong understanding of collection operations, customer negotiation techniques, and regulatory guidelines in the financial industry.
- Background in financial services, banking, leasing, or fintech is an advantage.
- Proven leadership skills in managing and motivating collection teams across multiple areas or branches.
- Strong analytical and problem-solving abilities to identify payment behavior trends and optimize collection strategies.
- Excellent communication, coaching, and performance management skills.
- Proficient in preparing and analyzing collection and performance reports.
- Ability to work effectively under pressure and achieve set targets.
- Self-motivated, decisive, and able to work independently with minimal supervision.
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