3-7 years of experience in collections, call center leadership, or outsourced agency operations.Please refer to the job advert for further information.
Senior Executive / Assistant Manager - Recoveries (Outsourced Agency Operations) | Colombo 14
As a Senior Executive / Assistant Manager - Recoveries (Outsourced Agency Operations), you will be responsible for managing outsourced calling teams, ensuring daily operational discipline, and driving bucket - wise recovery targets. You will coach agents to improve RPC and PTP performance, ensure compliance with customer - contact standards, monitor KPIs, recommend corrective actions, and act as the on ground Fintrex representative with agency management. You will report directly to the Senior Manager - Device Financing Recovery and be part of a dynamic team within the Non-Banking Financial Services sector. This role offers an excellent opportunity to build a mutually rewarding career within the organization.
The Job Role
- Oversee outsourced agency calling teams and ensure strong daily operational discipline.
- Drive bucket-wise recovery performance and achieve monthly/quarterly targets.
- Coach, guide, and motivate calling agents to improve RPC, PTP, and promise kept rates.
- Ensure strict compliance with internal guidelines and regulatory customer contact standards.
- Track KPIs, analyze performance trends, and recommend timely corrective actions.
- Act as the on ground Fintrex representative, coordinating with agency management daily.
Experience / Qualifications/skills
- Professional qualifications in Business, Finance, or related fields.
- 3-7 years of experience in collections, call center leadership, or outsourced agency operations.
- Strong experience managing calling teams within the financial services sector.
- Highly number driven with the ability to manage large DPD buckets confidently.
- Excellent leadership, communication, and people management skills.
- Experience in device financing recoveries is a significant advantage.
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