Collection Assistant Manager, Consumer Banking

Job Purpose

The Collection Assistant Manager (Early Stage) is responsible for leading and managing a team of collectors handling accounts in the 130 DPD bucket. The role ensures early delinquency is controlled through effective contact strategies, timely customer engagement, and high cure rates. The Team Leader will drive team performance, ensure process compliance, and optimize early collection productivity.

Key Responsibilities

Team Management & Performance

• Lead, supervise, coach, and motivate a team of Early Collection Officers.
• Allocate daily workloads and monitor case progress to ensure sufficient contact coverage.
• Track and manage team KPIs including Recovery Rate, Roll-Forward Rate, Contact Rate, PTP Kept, and QA scores.
• Conduct regular performance review, coaching, and training sessions to improve productivity and call quality.

Operational Excellence

• Ensure timely first contact attempts to minimize roll-forward to 3160 DPD.
• Monitor daily/weekly MIS dashboards to identify portfolio risks and performance gaps.
• Optimize contact strategies (call, SMS, app notifications) to increase Right Party Contact and cure rate.
• Support skip-tracing activities where needed.

Compliance & Quality Control

• Ensure team adherence to regulatory standards (e.g., calling hours, conduct rules, data privacy).
• Maintain high call quality through regular call monitoring and QA collaboration.
• Review system updates from team members to ensure accuracy and timeliness.

Process Improvement

• Identify process bottlenecks and propose improvements in call scripts, workflows, and system usage.
• Work with cross-functional teams (Underwriting, Customer Service, Product, Risk) to enhance early delinquency control.
• Participate in UAT or system enhancement projects for collection tools.
• Provide insights on root causes of delinquency and customer behavior patterns.

Job Specification

Bachelor's degree in Finance, Banking, Business Administration, Risk Management, or related fields

At least 35 years of experience in retail collections, credit operations, or customer contact roles.

Minimum 12 years in a supervisory or senior collector position preferred.

Strong knowledge of retail lending products (PL, CC, OD).

Solid understanding of DPD buckets, roll-rate analysis, and collection strategies.

Strong communication, negotiation, and conflict-handling skills.

Ability to analyze MIS data and make sound decisions based on portfolio trends.

Good coaching, leadership, and team development skills.

Proficiency in MS Office, collection systems, and workflow management tools.