Manager of Outsource Performance

Job Title

Agency Performance Manager

Reports To

VP of Outsourcing Operations

Weekly Hours

Full-Time Salaried Exempt

Department

Operations

Prepared By

Brian Tonner

Date

11 / 15 / 2023

Position Overview

NCB Management Services, Inc. (NCB) places account portfolios with carefully selected third-party and first-party collection agencies for outsourced recovery efforts.

Using outsourced agencies for portfolio liquidation requires diligent processes and procedures, as well as effective management of performance.

The primary purpose of this position is to actively monitor recovery activities and performance from OUR Agency partners and provide these partners with constructive performance related evaluation and feedback.

General Responsibilities

The Agency Performance Manager (PM) must clearly communicate objectives and expectations to our outsourcing partners throughout the account recovery process.

Recovery and performance management is critical to the success of our overall outsourcing strategy as well as to the success of NCB’s debt purchase business.

This role plays a critical function in ensuring that outsourcing vendors perform at a level consistent with expectations.

The PM will establish sound practices for the development of production standards, service level agreements (SLA) and recovery objectives, and will actively manage the relationship with the outsourcing partner to ensure that the overall performance is consistent with NCB’s expectations

Principle Objectives and Expectations

• Conduct onsite Operation Audits (Required Travel : 20% of the time)
• Assist in building the necessary daily, weekly, and monthly reporting needed to effectively monitor performance of our outsourcing / agency network.
• Work with NCB’s Analytics Team to develop monthly outsourcing goals and establish methodologies for developing recovery expectations.
• Track and monitor daily, weekly, and monthly performance of outsourcing partners.
• Conduct regular performance meetings and clearly communicate performance expectations and opportunities.
• Develop standards and exception reporting to assist in closely monitoring Agency Partner performance to established standards.
• Conduct operational audits to ensure Agency Partners are adhering to the SLA as outlined in the Agency Partner Manual.
• Participate with Compliance Audits and remediation.

Required Experience

• 3-5 years of agency outsourcing performance management experience or related experience is required.
• Strong understanding of account receivable management (ARM) practices and the account recovery process.
• Excellent verbal and written communication skills
• Bachelor’s degree or equivalent experience.
• Proficient with one or more recovery management applications / systems.
• Proficiency with MS Excel, Word, PowerPoint
• Experience working with all levels of stakeholders, from front-line managers to executives.
• Demonstrated experience managing multiple projects and priorities simultaneously.

Conclusion

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this Company.

This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

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