Collection and QC Manager

Job Responsibilities

• Oversee and manage the Collections function
• Establish the Collections department, including team structure and operations
• Lead the recruitment, onboarding, and training of Collections personnel
• Develop and implement Collections SOPs in line with local regulations, internal guidelines, and industry standards
• Execute and monitor Collection strategies as defined by the business

• Monitor calls regularly (both in-house and outsourced) to assess call quality and ensure compliance with standards.

• Provide actionable recommendations and feedback to improve processes based on call monitoring assessments.

• Achieve monthly KPIs and Collections performance targets
• Collaborate closely with cross-functional teams and key stakeholders
• Provide regular updates and performance reports to management (weekly/monthly)
• Continuously review and incorporate industry best practices to enhance team effectiveness

Qualifications

• Minimum of 5 years experience in a managerial role within Collections, preferably in multi-finance, lending, or banking sectors
• Proven experience in managing Collections teams across desk, field, and agency channels
• Strong leadership and team management skills
• Proficient in English, both written and verbal is a must