RAMC, Outsource Agency Management Officer

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Job Description

1.FCR Operation Control

• •Monitor and control the performance of Field Collection Representatives (FCRs) to ensure compliance with assigned strategies and operational standards.
• •Review field collection activities to ensure accuracy, proper conduct, and effectiveness in debt recovery.
• •Identify operational gaps and implement corrective actions to improve field collection performance.

2.Vendor / Outsource Management

• •Manage outsourced collection agencies in accordance with agreed Service Level Agreements (SLA) and Key Performance Indicators (KPI).
• •Evaluate vendor performance, conduct regular performance reviews, and provide feedback for continuous improvement.
• •Coordinate with vendors to resolve operational issues and ensure alignment with recovery objectives.

3.Compliance & Quality Assurance

• •Ensure all field collection activities comply with applicable laws, regulations, and internal policies, including debt collection regulations.
• •Conduct quality checks, audits, and monitoring activities to ensure ethical collection practices and minimize compliance risks.
• •Support audit processes and address audit findings related to FCR and outsource operations.

4.Reporting and Performance Analysis

• •Prepare operational reports on FCR and outsource agency performance for management review.
• •Analyze data and trends to improve operational efficiency and effectiveness of field collection activities.
• •Monitor SLA/KPI achievement and recommend improvement initiatives.

5.Cross-Functional Coordination

• •Work closely with Recovery Strategy, Compliance, Finance, Risk, and IT teams to support recovery operations.
• •Participate in improvement projects related to field collection processes, systems, and controls.
• •Support initiatives to enhance productivity, governance, and overall recovery performance.

Qualification

• •Bachelor’s degree in Business Administration, Finance, Economics, Accounting, or related fields
• •3–5 years of experience in field collection, outsource agency management, or collection operations
• •Experience working with Field Collection Representatives (FCR) or collection vendors
• •Knowledge of collection processes, outsource management, and performance monitoring
• •Understanding of debt collection regulations, compliance requirements, and ethical collection practices
• •Ability to manage vendors against Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• •Strong coordination, communication, and problem-solving skills
• •Proficient in Microsoft Office applications, particularly Excel; ability to prepare reports and presentations

Preferred Qualifications

• •Experience in banking, financial institutions, AMC, or consumer lending businesses
• •Knowledge of compliance, audit, and quality assurance processes related to collection operations
• •Experience in performance analysis, operational control, and continuous improvement initiatives
• •Familiarity with collection systems, Google Sheets, or BI Dashboard tools
• •Ability to work independently, manage multiple stakeholders, and perform under pressure

We're committed to bringing passion and customer focus to the business.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us.