Job Description
ASSISTANT MANAGER- RECOVERY CALL CENTRE
Location : Head Office (Colombo 14)
As an Assistant Manager – Recovery Call Centre, you will be responsible for overseeing day-to-day tele-collection operations, managing team performance, and achieving assigned monthly recovery targets. The role involves monitoring portfolio performance, productivity, call quality, and MIS reporting, handling escalated and high-risk recovery cases, and ensuring accurate system documentation while maintaining compliance with CBSL regulations and company policies. You will report directly to the Senior Manager – Recoveries, and this role offers an excellent opportunity to build a strong career in recovery operations within the Non-Banking Financial Services sector.
The ideal candidates should possess the following profile:
THE JOB ROLE
- Supervise day-to-day Call Centre recovery/ tele-collection operations and ensure optimal workforce coverage & performance.
- Own monthly tele-collection targets and drive portfolio performance through structured follow-ups and action plans.
- Track productivity, bucket movement, and recovery ratios, and implement timely interventions to improve collections outcomes.
- Conduct call quality and case-note reviews to ensure accuracy of recovery updates and correct system documentation.
- Escalate disputed, high-risk, and sensitive contracts to relevant stakeholders (Recovery/Branch/Legal) and ensure proper resolution.
- Prepare MIS reports and management summaries (daily/weekly/monthly) highlighting progress, risks, and key performance insights.
- Monitor team KPIs, discipline, attendance, and productivity, and provide coaching, feedback, and corrective actions as required.
- Coordinate with Recovery, Branch, Legal, and Marketing teams to support operational alignment, complaint handling, and cross-selling initiatives while maintaining confidentiality and compliance (CBSL/company policies).
EXPERIENCE / QUALIFICATIONS / SKILLS
- Bachelor's degree in Finance, Accounting, Economics, or a related field, or an equivalent qualification for recognized university or institute; a Master's degree is preferred.
- Minimum 3–5 years of experience in collections/recoveries/tele-collection within a bank, NBFI, or similar financial services environment, with at least 1–2 years in a supervisory/team-leading capacity.
- Strong knowledge of delinquency management (bucket movement), collection strategies, customer negotiation, and handling disputed/high-risk cases.
- Good analytical and reporting skills with strong Excel skills; ability to prepare and interpret daily/weekly/monthly MIS and portfolio insights.
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.