Debt Collection Agency Manager ; Debt Operations

Job DescriptionDebt Collection Agency Manager; Debt OperationsLocation: ManchesterRole Profile (The purpose of the role)The purpose of the Debt Collections Agency Manager is to oversee and optimise the performance of the Company''s panel of third-party debt collection agencies (DCAs). This role is critical in ensuring that external partners operate in alignment with business objectives, regulatory standards, and customer experience expectations within a B2B commercial debt environment.Scope of the Role (The functions, people and revenue responsibilities)Direct Reports: NoneReports to: Head of Debt StrategyResponsibilities of the role (What we want you to do)Manage relationships with a panel of approved DCAs, ensuring contractual compliance and performance delivery.Monitor and analyse agency performance metrics (recovery rates, cost-to-collect, customer complaints, queries etc.).Conduct regular reviews, audits, and scorecards to assess agency effectiveness (Top 10 debtors, MBR (Monthly Business Review), QA (Quality Assurance) of calls and queries).Ensure there is accurate and transparent alignment of responsibility of debt allocated to DCAs (multi-layered reconciliations).Lead onboarding and offboarding processes for DCAs, including due diligence and contract negotiation.Collaborate with internal teams (Legal, Compliance, Risk, Customer Service) to ensure agencies adhere to regulatory and ethical standards.Explore, develop and implement strategies to improve collections ..... full job details .....