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 58 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.
