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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.
Job Details
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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