Agency Manager

Job descriptionAgency Manager - Collections

We are looking for an experienced Agency Manager to oversee collection agencies and drive portfolio

performance across assigned regions. The role is responsible for managing agency operations,

ensuring recovery targets, maintaining compliance, and building strong vendor relationships to achieve

business objectives.

Roles and Responsibilities

Portfolio & Collections Management

• Manage collections performance across multiple DPD buckets through Vendors/Agencies.

• Ensure achievement of collection targets in line with the operating and process plan.

• Formulate collection strategies based on DPD, market dynamics, portfolio segmentation, and

business requirements.

• Identify non-performing segments and implement appropriate recovery or legal resolution

strategies.

Vendor & Operations Management

• Ensure adequate infrastructure and resource availability across vendor partners.

• Monitor agency tele-calling and field collection operations to achieve operational efficiency.

• Manage hiring, attrition, and shrinkage to ensure uninterrupted operations.

• Conduct regular performance reviews with vendors, agency supervisors, and callers against

defined KPIs.

Performance & Cost Management

• Monitor field collections by bucket, vintage, and region to optimize collection costs.

• Participate in developing portfolio treatment strategies to maximize recovery and improve

resolution rates.

• Perform peer benchmarking to drive best-in-class recovery performance.

• Ensure timely reporting of monthly collection cost provisions to the Finance team.

Compliance & Customer Experience

• Ensure adherence to compliance policies, collection processes, audit requirements, and the

Code of Conduct.

• Resolve customer complaints through appropriate escalation and resolution mechanisms.

• Ensure 100% coverage of allocated collection cases while maintaining customer satisfaction.

Business & Market Development

• Identify emerging markets aligned with business growth plans.

• Evaluate expansion opportunities based on portfolio volumes.

• Raise timely concerns on sourcing quality to maintain portfolio health.

Measures of Success (KPIs)

• Portfolio Coverage

• GNPA (3.30+ & 90+ Delinquency Rate)

• Gross Write-Off (GWO) Recovery Rate

• Absolute Recovery

• Cost of Collection

• Recovery on Recovery (ROR)

• Settlement Waiver Rate

• Regulatory Customer Complaint %

• Process Adherence as per MOU

Qualifications & Experience

• Graduate or Postgraduate in any discipline.

• 3–5 years of overall post-qualification experience.

• Minimum 3 years of experience in Retail Consumer Finance Collections.

• Experience in managing collection teams, agencies, and vendor operation