Job Description
STEP INTO SUCCESS
JOIN FINTREX FOR CAREER EXCELLENCE
Fintrex Finance PLC is a Non-Bank Financial Institution (NBFI) regulated by the Monetary Board of the Central Bank of Sri Lanka under the Finance Business Act No. 42 of 2011. The company is backed by a consortium of world-class investors, including the global insurance giant Fairfax Holdings.
ASSISTANT MANAGER – RECOVERY CALL CENTRE
Location: Head Office (Colombo 14)
As an Assistant Manager – Recovery Call Centre, you will be responsible for leading tele-recovery operations, driving collection performance, managing recovery teams, and ensuring effective portfolio management. The role will focus on maximizing recovery performance, improving operational efficiency, maintaining high customer service standards, and ensuring compliance with regulatory and company requirements. You will report directly to the Head of Recoveries and Portfolio Management and play a key role in strengthening recovery performance through effective team leadership, data-driven monitoring, and continuous process improvement.
The ideal candidates should possess the following profile:
THE JOB ROLE
- Lead and oversee Call Centre recovery operations and guide the recovery team to achieve assigned targets.
- Drive monthly tele-collection targets and ensure portfolio performance is aligned with business objectives.
- Monitor collection performance, productivity, bucket movements, recovery ratios, roll-back/cure rates, and other key recovery indicators.
- Monitor call quality, recovery practices, customer handling standards, and system accuracy.
- Review recovery notes, call records, and customer interactions to ensure quality, accuracy, and compliance.
- Identify disputed, sensitive, high-risk, and escalated accounts and coordinate appropriate resolutions.
- Prepare and analyse MIS reports, dashboards, and management reports to support decision-making.
- Monitor team KPIs and productivity, provide regular coaching, and take corrective action where required.
- Support performance management, employee development, and capability-building initiatives within the team.
- Coordinate effectively with Recovery, Branches, Legal, Marketing, Credit, IT, and other relevant internal stakeholders.
- Review customer complaints and ensure timely resolution and appropriate corrective actions.
- Ensure adherence to company policies, operational procedures, confidentiality requirements, and applicable CBSL regulatory requirements.
- Maintain high standards of discipline, attendance, productivity, and professional conduct within the team.
- Identify opportunities to improve recovery processes, automation, and operational efficiency.
- Support cross-selling and other business development initiatives where appropriate.
EXPERIENCE / QUALIFICATIONS / SKILLS
- Bachelor's Degree or a recognized professional qualification in Business Administration, Finance, Management, Banking, or a related discipline.
- Minimum 3 years' experience in recovery, collections, call centre operations, credit management, or a related field.
- Strong knowledge of tele-collections, recovery processes, delinquency management, portfolio monitoring, and customer handling.
- Sound understanding of financial services operations, regulatory requirements, and compliance standards.
- Strong analytical skills with proven experience in MIS preparation, reporting, and performance analysis.
- Strong leadership, coaching, negotiation, problem-solving, and stakeholder management skills.
- Proficiency in MS Office, particularly Excel, and familiarity with MIS/reporting systems.
- Excellent communication and customer-handling skills in Sinhala and English.
- Knowledge of Tamil will be an added advantage.
Candidates are invited to send their detailed CVs to careers@fintrexfinance.com or by post, including the contact details of two non-related referees, to reach us within 14 days of this advertisement. Please mention the post applied for on the top left corner of the envelope or in the subject line of the e-mail.
Head of Human Resources & Administration,
Fintrex Finance PLC,
No.851, Dr. Danister De Silva Mawatha,
(Baseline Road), Colombo 14.