Collection Manager Phone Collection (Credit Card)

Job OverviewLead and manage the Credit Card Phone Collection team to achieve collection targets, improve portfolio performance, minimize delinquency, and reduce credit costs. The role is responsible for driving team effectiveness, ensuring compliance with collection policies, and enhancing customer resolution outcomes.Key responsibilitiesMonitor and manage the performance of the Phone Collection team to ensure achievement of collection targets and operational KPIs. Review high-balance and high-risk delinquent accounts, providing guidance and effective collection strategies to maximize recoveries. Coach, develop, and support team members to improve negotiation skills, productivity, and collection effectiveness. Investigate, resolve, and manage customer complaint cases in accordance with company policies and regulatory requirements. Oversee account inventory allocation and portfolio management to ensure optimal coverage and support credit cost reduction objectives. Monitor adherence to collection procedures, quality standards, and regulatory requirements. Analyze collection performance data and identify opportunities for process improvement and operational efficiency. Prepare and present management reports on team performance, portfolio trends, and recovery results.QualificationsBachelor’s degree in Business Administration, Finance, Economics, or a related field.Minimum 8 years of experience in Collections, Credit Operations, or Debt Recovery.Previous experience in a supervisory or team leadership role is preferred.Strong knowledge of collection processes, portfolio management, and recovery strategies.Excellent leadership, coaching, communication, and problem-solving skills.Proficiency in Microsoft Office applications and data analysis.