Job Description

The Cluster Collection Manager is responsible for managing and overseeing the collection operations within a designated cluster of branches or territories. This role involves driving efficient collection strategies, ensuring compliance with company policies, and maintaining high levels of customer satisfaction while minimizing credit risk. The Cluster Collection Manager will lead a team of collection agents, monitor performance, and report on key metrics related to collections. Key Responsibilities: Team Leadership & Management: Lead, mentor, and manage a team of collection officers or agents within the assigned cluster. Set performance targets and monitor daily activities to ensure goals are achieved. Conduct regular training and coaching sessions to improve team performance. Oversee the performance of staff, providing feedback and conducting performance reviews. Collection Strategy Development & Implementation: Develop and implement effective collection strategies that align with company policies and objectives. Monitor the performance of collection activities, ensuring timely and effective follow-up on overdue accounts. Collaborate with senior management to refine and optimize collection processes. Customer Relationship Management: Maintain positive relationships with customers while ensuring that collection targets are met. Handle escalated customer complaints or concerns in a professional and effective manner. Ensure proper communication and negotiation skills are employed to facilitate resolution. Credit Risk Management: Ensure compliance with internal controls, credit risk policies, and legal regulations related to collections. Analyze overdue accounts and develop action plans for recovery. Identify potential risks and recommend preventative measures. Reporting & Analysis: Provide regular reports to senior management on collection performance, aging reports, recovery rates, and team progress. Use data and analytics to evaluate collection strategies and recommend improvements. Compliance & Regulatory Requirements: Ensure that all collection activities are carried out in compliance with relevant laws and regulations. Stay updated on changes in laws and regulations related to collections and debt recovery. Collaboration with Other Departments: Work closely with the finance, sales, and customer service teams to resolve outstanding issues and improve recovery efforts. Participate in cross-functional meetings to align on goals and strategies.