Debt Collection Agencies Supervisor
ShopeeAbout the team
As a Debt Collection Agencies Supervisor, you will be responsible for driving the performance and compliance of external collection agencies engaged by the company. This position oversees multiple agencies, ensuring that collection activities are carried out effectively, efficiently, and in alignment with business objectives. The primary focus is to minimize delinquency rates, maximize recoveries, and enhance overall cash flow while maintaining a strong commitment to regulatory standards and company policies.
The supervisor serves as the main liaison between the company and its agencies, providing ongoing guidance, support, and performance oversight. By setting clear expectations, monitoring results, and motivating external partners, the role ensures agencies operate at optimal productivity levels. In addition, the position requires close collaboration with internal departments to develop and refine collection strategies, improve processes, and deliver sustainable results.
What you'll do
- Lead, coach, and motivate external collection agencies, providing clear guidance, expectations, and support to ensure performance targets are consistently achieved.
- Develop and implement agency collection strategies, policies, and performance frameworks to minimize delinquency rates and optimize recovery efforts.
- Monitor and evaluate agency performance metrics (e.g., collection rates, recovery rates, and aging reports) and take corrective actions to address gaps or underperformance.
- Conduct regular performance reviews with agency partners, providing feedback, identifying areas for improvement, and recommending training or process enhancements as needed.
- Collaborate with internal departments (e.g., Risk, Operations, and Customer Service) to streamline collections processes and enhance customer experience.
- Stay updated on industry trends, regulations, and best practices, ensuring all agency activities comply with legal requirements and company policies.
- Handle escalated or complex cases referred from agencies, ensuring timely and satisfactory resolution in line with company standards.
- Prepare regular reports and presentations on agency collections performance, offering insights and actionable recommendations to senior management.
- Identify opportunities for process improvements and automation within agency management, working with stakeholders to implement changes that enhance efficiency and effectiveness.
- Ensure accurate and timely reporting from agencies, maintaining data integrity, compliance, and confidentiality at all times.
Requirements
- Bachelor's degree in finance, accounting, or a related field.
- 3+ years of experience in collections management, vendor/agency management, or credit risk operations, preferably in a B2C environment.
- Strong knowledge of collections practices, third-party agency management, regulations, and industry trends.
- Excellent communication, negotiation, and stakeholder management skills, with the ability to build and maintain strong relationships with external agencies and internal teams.
- Strong analytical and problem-solving abilities, with a proven track record of evaluating performance data and implementing strategies to improve recovery outcomes.
- Experience overseeing or coordinating external vendors/partners, including performance monitoring, compliance oversight, and contract adherence.
- Proficiency in Microsoft Excel and other reporting/analytics tools; familiarity with collections systems and financial applications is an advantage.