Agency Supervisor (Outsource)

Role: Agency Supervisor - Recovery
                    

Role Purpose:

Agency Supervisor is responsible to manage the external collection agencies which monitoring and coaching on daily workflow and performance. Agency Supervisor ensures customer communications, adheres to customer expectations and requirements. Moreover, he is responsible for motivating, coaching and developing associates to achieve optimal performance results and conducting regular performance note. Also resolves customer complaints in timely manner and completes other duties as assigned.

KEY METRICS:

1. Agency meetings.
2. Coaching staff. 
3. Achieving business financial targets.
4. Achieving non-financial targets as per process.  

    
Key Accountabilities of the role      

1.To ensure that agencies visits are done within the agreed TAT to achieve targets efficiently and same shall be documented to be shared with agency.

2.To monitor the agencies’ performance and ensure that agencies are following standards required by ADIB.

3.To conduct regular meetings by phone/visit with team members from agency to review and provide update on the progress, including reconciliation of allocated accounts and actions agreed during last visits.

4.All work-related visits/calls made to agency shall be documented over an email to be shared with the stakeholders.

5. To guide and support customers as a counsellor to manage their finance /covered card’s payments (including other facilities held with bank) along with other services like restructure, reschedule, re-age etc.

5.To review and provide feedback for TOP 20 accounts.

6.To ensure that accounts allocated to agencies are timely updated in the collections work system.

7.To share customer/work related data with agencies for assigned work as per pre-defined process of Collection Unit.

8.To ensure all the tasks assigned shall be performed as per the SOP (approved process manuals).

9.To attend, resolve and close all customer complaints within the TAT as per policy. 

10.Meet the walk-in customers in the Collection Unit and resolve their issues by offering solutions as per policy. 

11.Always adhere by ADIB’s and Collection Unit Code of Conduct and policies. 
 

Specialist Skills / Technical Knowledge Required for this role:
 

1. Knowledge of market and industry characteristics and trends
2. Knowledge of legal system, regulations, statutory requirements and legal recovery techniques
3. Strong business acumen
4. Strong communication, analytical, collection skills
5. High achievement in the collection department
    

Previous experience: 

• At least 5 years relevant experience in banking