Job Purpose

To lead and manage a team of agents handling inbound/outbound calls and email communications, with a strong focus on driving fast and successful online payments via digital channels (e.g., payment links, portals, e-wallets), while ensuring compliance and positive customer experience.

Key Responsibilities

1. Team Leadership & Management

Supervise and lead a team of collections agents focused on digital payment recovery.
Coach agents on effective techniques to guide customers toward immediate online payment.
Conduct regular performance reviews, daily huddles, and real-time support.
Build a high-performance culture focused on speed of collection and digital adoption.

2. Digital Collections Execution

Drive collection activities through:

Inbound/outbound calls
Emails and digital communications

Ensure agents actively promote and assist customers in using online payment methods (e.g., payment links, QR codes, payment portals).
Maximize same-day / immediate payment conversion.
Monitor follow-ups on unpaid invoices to accelerate cash flow.

3. Performance Management

Manage and track KPIs such as:

Online payment conversion rate
Same-day collection rate
Promise-to-pay (PTP) vs actual payment
Email response effectiveness

Identify opportunities to improve digital payment success rates.
Implement action plans to close performance gaps.

4. Customer Engagement & Payment Facilitation

Ensure agents clearly explain how to complete online payments step-by-step.
Support handling of customer objections related to digital payments (e.g., trust, access, technical issues).
Handle escalations and negotiate payment solutions when needed.
Ensure a balance between firm collections approach and customer experience.

5. Quality Assurance & Compliance

Ensure all interactions comply with regulatory and company policies.
Monitor calls and email communications to ensure:

Clear instructions for online payment
Professional tone
Compliance with collection practices

Provide feedback and targeted coaching.

6. Process & Digital Optimization

Identify gaps in digital payment processes (e.g., broken links, user experience issues).
Work with internal teams (IT, Finance, Product) to improve:

Payment link usability
Customer journey for online payments

Promote automation and digital tools to reduce manual follow-ups.

7. Reporting & Insights

Prepare reports on:

Digital payment adoption
Conversion rates
Collection efficiency

Analyze customer behavior to identify barriers to online payment.
Recommend strategies to improve straight-through digital collections.

Skills & Competencies

Strong leadership and coaching ability
Excellent negotiation and influencing skills
Strong focus on driving immediate online payments
Good understanding of digital payment methods and customer behavior
Analytical mindset with KPI-driven approach
Ability to handle escalations and challenging conversations
Familiarity with CRM systems, dialers, and payment platforms

Key KPIs

Online payment conversion rate
Same-day / immediate payment rate
Collection recovery rate
Agent productivity and utilization
Quality and compliance scores

Team Leader / Supervisor – Advanced Duty Collection (ADC)