Agency Manager - Customer Support

Job description

Position Responsibilities Job Description -

Role Accountability 1.Manage portfolio (Multiple Due Stages) performance through a team of Collections executives & callers, in line with Operating and process Plan.

● Ensure appropriate infrastructure and resource availability in vendors to carry out collections as per operating plan

● Formulate collection strategies for the dpd basis as well as per market dynamics, portfolio spread/segmentation and business requirements

● Identify critical /non performing segments and ensure appropriate legal hardship tools are applied to them for satisfactory resolution

● Conduct regular performance review with all vendors, Agency supervisors & callers for all critical metrics to track the portfolio health and ensure healthy process

● Monitor field collections by bucket/vintage/region to ensure cost adherence in operat...