Senior Supervisor

Job description

Supervise and manage the daily operations of all collection branch offices to ensure achievement of delinquency reduction and recovery targets across the assigned portfolio.

Monitor collectors’ performance and review productivity and compliance indicators to ensure adherence to quality standards, company policies, and regulatory requirements.

Implement and oversee collection procedures and recovery strategies to ensure all collection activities are conducted in accordance with legal and ethical standards.

Handle escalated customer complaints and negotiate repayment arrangements for high-risk and sensitive accounts to ensure resolution of cases and maximization of recovery rates.

Train, coach, and mentor collection team leaders and collection staff to ensure continuous enhancement of operational skills, productivity, and overall team performance.

Follow up on write-off, settlement, and restructuring cases in coordination with concerned departments to ensure timely resolution and proper recovery actions.

Prepare and present periodic collection performance reports, including recovery results, roll-rate analysis, and action plans to support management decision-making and performance improvement initiatives.

Skills description

What will you need?

• Educational background: Bachelor’s degree in commerce or any related field.
• Experience:
  • 5-7 years’ experience.
  • 2-3 years managerial experience.
• Technical proficiency:
  • Result orientation
  • Operational awareness
  • Building networks
  • Coaching and mentoring
  • Customer centricity
  • Knowledge of all processes followed
  • Awareness of all Aman customers’ locations and importance of own role