Outsource Management (Monee)

About The Team

We are seeking a highly motivated and detail-oriented Outsourced Collections Management to oversee and analyze performance of external collection agencies (Outsource Agencies – OA). This role involves preparing performance reports, managing agency allocation, tracking debt collection results, and identifying process improvement opportunities.

Job Description

Target & Performance Driving

• Define, monitor, and manage OA performance against established KPIs, SLAs, and monthly recovery targets.
• Conduct daily and weekly performance tracking to identify operational gaps early and execute immediate recovery action plans.
  
  

Single Point of Contact & Vendor Engagement

• Serve as the primary operational point of contact (Single Point of Contact) for all external collection agency partners.
• Ensure clear, accurate, and timely communication regarding targets, collection guidelines, and operational updates to agency leaders.
  
  

Logical OA Portfolio Management

• Apply sound operational logic to systematically evaluate, segment, and manage agency performance based on their capabilities and specialties.
• Support efficient account allocation and re-allocation strategies established with internal teams.
  
  

Operational Insight & Internal Alignment

• Gather and analyze frontline operational feedback, challenges, and agent performance from agencies.
• Translate operational findings into meaningful input for internal teams (Strategy, QA, and Management) to help shape incentive schemes, campaigns, and overall collection strategies.
  
  

Requirements

• Bachelor's degree in a related field.
• 1–3 years of experience in Debt Collection Operations, Outsource Agency Management, or Vendor Operations (Experience in Banking, Non-Bank, or Financial Services is preferred).
• Exceptional interpersonal, communication, and negotiation skills with an assertive yet professional approach to vendor management.
• Strong operational logic and structured problem-solving skills to evaluate agency performance and streamline operational workflows.
• Proven ability to translate frontline operational findings into actionable input for internal teams within the company.
• Proficient in Microsoft Excel / Google Sheets (Pivot Tables, Lookups) to track numbers, monitor KPIs, and construct daily/weekly operation reports.
• Ability to prioritize tasks effectively and work under pressure in a dynamic environment.
• Clear reporting skills with a proactive mindset focused on continuous performance improvement.