Collection OA Supervisor

About the role

Responsible for overseeing and monitoring the performance of external agencies (Agency Performance), supporting the management and control of debt collection processes for non NPL customer segments, with a focus on reducing accounts that may roll forward into deeper delinquency. Ensure that all operations comply with company policies, legal requirements, and regulatory standards. Provide operational guidance and support to enhance efficiency and drive debt collection strategies to maximize recovery while minimizing operational and reputational risks.

Key responsibilities

1. Outsource Agency Management

• Manage and supervise outsourced collection agencies handling Non NPL portfolios.
• Allocate account portfolios to agencies and monitor adherence to assigned targets and recovery strategies.
• Ensure agencies follow company policies, procedures, and ethical collection practices.
• Conduct business reviews, performance evaluations, and operational meetings with agencies.

2. Performance Monitoring & Reporting

• Track and analyze agency performance, including recovery rate, productivity, call quality, and compliance.
• Provide weekly and monthly performance reports to management, highlighting trends and improvement opportunities.
• Identify underperforming agencies and implement corrective action plans.
• Recommend portfolio reallocation or termination based on performance and compliance assessment.

3. Strategy & Process Improvement

• Support the development of collection strategies specific to NPL and write‑off accounts.
• Collaborate with internal teams to optimize processes, tools, and scripts used by agencies.
• Identify gaps or inefficiencies in the outsourcing model and propose operational enhancements.
• Provide feedback from agencies to improve portfolio segmentation and recovery planning.
• Continuously explore ways to improve collection process and workflow to ensure collection effectiveness and optimum utilization of available resources.

Job Qualification

• Bachelor’s degree or higher in Business, Finance, Management, or equivalent.
• Experience 5-7 years in Collections/Recovery/Agency Management (with at least 1–2 years in a team leader/supervisor role or equivalent).
• Proficiency in computer usage, particularly Microsoft Office.
• Ability to monitor and control team operations to achieve organizational objectives, providing guidance and support as needed.
• Experience in managing and supervising agencies/vendors, or prior work with Unsecured portfolios (credit cards/personal loans) or Secured portfolios (hire purchase/title loans/mortgage) will be considered an advantage.
• Clear communication skills and ability to work effectively across teams.
• Ability to support both external and internal teams in resolving issues and handling complex cases effectively.
• Ability to work under pressure and achieve target‑driven numerical goals.
• Ability to prepare comprehensive reports summarizing team and individual performance, including performance forecasts.
• Ability to develop and implement daily, weekly, and monthly work plans to ensure operational efficiency and timely execution.
• Strong communication skills, good interpersonal skills, and a positive attitude