External Collection Agency Manager

We are seeking a results-driven External Collection Agency Manager to lead and oversee our extensive credit and collections outsourcing activities. As a key player in our organization, you will manage relationships with over 30 third-party collection agencies across multiple portfolios, ensuring their performance aligns with our operational and compliance standards. You will also optimize strategies, drive collection performance, and manage internal support teams to meet and exceed organizational goals.

As a local fintech, debt buyer, and collection agency, we work with a diverse client base and multiple portfolios under management, making this role integral to our success.

Key Responsibilities

Strategic and Operational Management:
• Develop and implement strategies to enhance collection performance and operational efficiency.
• Oversee third-party collection agencies’ operations to meet targets while ensuring compliance with company policies and regulatory standards.
• Conduct regular audits and monitor the quality of client interactions to maintain high standards of customer experience.
• Provide data-driven insights and analysis to inform strategy and identify areas for improvement.

Relationship and Performance Management:
• Build and maintain strong relationships with external collection agencies.
• Monitor performance against SLAs and KPIs, addressing issues proactively.
• Conduct regular portfolio reviews to ensure the effectiveness of collection efforts.
• Coordinate with internal teams to align external collection strategies with company objectives.

Process Improvement and Project Management:
• Identify inefficiencies in processes and implement solutions to enhance productivity.
• Lead projects and initiatives to develop innovative collection strategies or improve existing processes.
• Ensure timely and accurate reporting to management, offering actionable insights for strategy refinement.

Who We’re Looking For

Must-Haves:
• Experience: At least 3-5 years in a managerial role within a credit or collections environment, with proven expertise in managing third-party agencies.
• Strong knowledge of the collection agency industry, including regulatory guidelines and best practices.
• Advanced skills and proficiency in data analysis and reporting tools (e.g., Excel, Power BI).
• Experience in financial services or credit, collection, Fintech and loan management.
• Excellent communication, negotiation, and leadership skills.
• Strong analytical skills and business acumen to drive strategic opportunities and results.

Desirable Skills:
• Bachelor’s degree in Management, Business Administration, Banking and Finance, or a related field.
• Certifications in collection management, risk management, or compliance.
• Strong project management skills with a track record of successful implementations.

Industry: External Agency
Employment type: Permanent
Experience level: Experienced
Required skills: Banking, finance, collections, project management, risk management, compliance, credit and collections, third party agency, OCA, collection agency