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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