Debt Collection Manager

Company Description V CATCH is a Bengaluru-based contact center operating on Six-Sigma standards, led by a management team with decades of experience in the BPO industry. The company delivers cost-effective call center services supported by state-of-the-art technology and robust infrastructure. V CATCH serves diverse sectors including Ed-tech, E-commerce, FMCG, aggregators, real estate, and more, helping clients improve customer engagement and operational efficiency. By focusing on quality and performance, the organization aims to drive sustainable ROI growth for its partners. V CATCH offers an environment where professionals can contribute to high-impact customer operations across multiple industries.
Role Description The Debt Collection Manager is a full-time, on-site role based in Bengaluru, responsible for leading and optimizing debt recovery operations. This role oversees a team of collection agents, assigns portfolios, monitors performance, and ensures compliance with company policies and relevant regulations. The manager will develop collection strategies, implement process improvements, and use data and reporting tools to track recovery rates and operational metrics. Day-to-day activities include coaching team members, handling escalated cases, coordinating with clients and internal stakeholders, and maintaining accurate records of collection activities. The role also involves reviewing workflows, recommending technology or process enhancements, and ensuring a professional, ethical approach to customer communication.
Qualifications

• Experience in debt collection management, contact center operations, or BPO leadership, preferably in recovery or collections processes.
• Strong people management skills, including team supervision, performance monitoring, coaching, and conflict resolution.
• Proficiency in using CRM systems, dialer tools, and reporting dashboards to track collection activities and productivity.
• Solid understanding of collection best practices, regulatory and compliance requirements, and customer communication standards.
• Analytical ability to interpret data, identify trends, and develop strategies to improve recovery rates and operational efficiency.
• Excellent verbal and written communication skills, with the ability to manage escalations and interact with clients professionally.
• Bachelor’s degree in business, finance, management, or a related field, or equivalent practical experience.
• Proven ability to work in a fast-paced, target-driven environment and collaborate effectively with cross-functional teams.