Ensure appropriate infrastructure and resource availability in vendors to carry out collections as per operating plan
Conduct regular performance review with all vendors, Agency supervisors & callers for all critical metrics to track the portfolio health and ensure healthy process
Monitor field collections by bucket/vintage/region to ensure cost adherence in operations and achieve cost efficiencies
Ensure adherence to Compliance Policy, Collections processes and Audit requirements, Code and conduct and maintaining standards to achieve customer satisfaction
Ensure proper recourse mechanism is followed to resolve customer complaints in a timely and satisfactory manner