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About the Job
Department: Business Banking
Reports to: Head Collection & Default
Job Grade: AVP/VP
Job Title: Manager Call Center - Collection & Default
Total Positions: 01
Job Location: Islamabad
What is the job of Manager Call Center - Collection & default?
The Manager of the Collection & Default Call Center oversees and leads the outbound collection efforts for current & delinquent loans & outstanding payments of the bank. This role is responsible for managing a team of outbound call center officers, ensuring effective collections strategies, achieving departmental goals, and maintaining compliance with all regulatory standards. The Manager also plays a key role in improving collection processes, analyzing team performance, and optimizing overall collections performance.
What Manager Call Center - Collection & Default - MMBL Does?
Leadership, Team Management & Strategies implementations:
- Lead, manage, train & support a team of outbound call center officers focused on current collections and default recovery, call center performance and staff professional development.
- Conduct regular performance reviews, set clear performance targets & foster a positive and high performer work environment.
- Monitor progress & optimize the collection strategies. Motivate the team to achieve and exceed collection goals.
- Implement outbound collection strategies, providing support to branches in reducing delinquency and improve recovery rates.
- Analyze and refine scripts, communication tactics, and negotiation approaches used by the team to improve customer engagement and payment resolutions.
- Monitor call volume, collection rates, and customer interactions to identify areas of improvement and address performance gaps.
- Prepare and analyze performance reports, tracking recovery rates, outstanding accounts, and team productivity.
Compliance, Risk Management & Customer Relationships:
- Maintain a strong understanding of consumer protection laws, debt recovery regulations, and the bank's internal procedures to ensure all actions are ethical and lawful.
- Conduct regular audits of team activities to ensure compliance and reduce legal and reputational risks associated with collections.
- Handle escalated customer issues, disputes, or complaints, ensuring resolution while adhering to the bank’s policies.
- Maintain & ensure proper record keeping of Call Centre Confidential Data, Customer information & complaints
Reporting & Analysis:
- Prepare and present regular performance reports to senior management, outlining key metrics, challenges, and successes in collections efforts.
- Provide actionable insights and recommendations for optimizing collections processes based on data analysis and team feedback.
Other Tasks:
Other Tasks assigned by line manager from time to time
What are we looking for and what does it require to be Manager Call Center - Collection & Default - MMBL?
- Bachelor’s degree in Finance, Business Administration, or a related field. A Master’s degree or professional certification in collections or finance is a plus.
- Minimum of 5 years of experience in collections, with at least 2 years in a managerial or supervisory role, preferably in an outbound call center environment.
- Experience in the microfinance or banking industry, specifically managing collections teams, is highly preferred.
- Proven track record of achieving collection targets, managing teams, and implementing effective recovery strategies.
Mobilink Bank
Mobilink Bank is providing banking services to over 42 million registered users including 16+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 100 branches and 200,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion. MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.
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