Agency Operations Manager

1 month ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Tanfeeth Full time

Position: Agency Operations Manager

Company: Tanfeeth

  • Facilitate the respective Agency Managers in reaching the monthly objectives set by the leadership.
  • Oversee daily performance metrics of the Agency Managers and ensure that the agencies meet their daily operational targets.
  • Maintain Accounts Receivables across all agency operations.
  • Monitor performance at both the individual collector and team levels within the agencies.
  • Implement consequence management for any violations of contractual agreements.
  • Conduct regular agency visits to foster relationships.
  • Manage Monthly Agency Payments and Invoices – Confirm the allocation and actual payments received in the financial records.
  • Ensure adherence to Compliance, Performance, and Recovery standards.
  • Verify that agencies are following ethical collection practices.
  • Effectively address complaints, provide resolutions to clients, and ensure compliance with Turnaround Time (TAT) standards.
  • Recommend and secure approvals for settlements from the leadership.
  • Close or terminate accounts upon receipt of payments as per the agreed settlements and issue necessary clearance documentation to clients.
  • Lead, inspire, and develop the team to achieve agency goals.
  • Manage recognition and reward programs for the respective agency.
  • Provide coaching and feedback to underperforming staff.
  • Ensure that agencies strictly comply with organizational policies and procedures.
  • Identify process gaps and recommend timely improvements.
  • Conduct regular assessments of agency performance and implement corrective measures to enhance overall effectiveness.
  • Ensure that clients assigned to agencies are treated fairly and in accordance with the approved debt collection practices of the respective region.


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