Team Leader / Supervisor – Advance Duty Collection (ADC)

Job description

Job Purpose

To lead and manage a team of agents handling inbound/outbound calls and email communications, with a strong focus on driving fast and successful online payments via digital channels (e.g., payment links, portals, e-wallets), while ensuring compliance and positive customer experience.

Key Responsibilities

• Team Leadership & Management Supervise and lead a team of collections agents focused on digital payment recovery. Coach agents on effective techniques to guide customers toward immediate online payment . Conduct regular performance reviews, daily huddles, and real-time support.

Build a high-performance culture focused on speed of collection and digital adoption .

Digital Collections Execution Drive collection activities through

• Inbound/outbound calls Emails and digital communications Ensure agents actively promote and assist customers in using online payment methods (e.g., payment links, QR codes, payment portals). Maximize same-day / immediate payment conversion . Monitor follow-ups on unpaid invoices to accelerate cash flow.
• Performance Management Manage and track KPIs such as: Online payment conversion rate Same-day collection rate Promise-to-pay (PTP) vs actual payment Email response effectiveness Identify opportunities to improve digital payment success rates . Implement action plans to close performance gaps.
• Customer Engagement & Payment Facilitation Ensure agents clearly explain how to complete online payments step-by-step. Support handling of customer objections related to digital payments (e.g., trust, access, technical issues). Handle escalations and negotiate payment solutions when needed. Ensure a balance between firm collections approach and customer experience.
• Quality Assurance & Compliance Ensure all interactions comply with regulatory and company policies.

Monitor calls and email communications to ensure

Clear instructions for online payment Professional tone Compliance with collection practices Provide feedback and targeted coaching.

• Process & Digital Optimization Identify gaps in digital payment processes (e.g., broken links, user experience issues). Work with internal teams (IT, Finance, Product) to improve: Payment link usability Customer journey for online payments Promote automation and digital tools to reduce manual follow-ups.
• Reporting & Insights Prepare reports on: Digital payment adoption Conversion rates Collection efficiency Analyze customer behavior to identify barriers to online payment. Recommend strategies to improve straight-through digital collections .

Skills & Competencies

• Strong leadership and coaching ability
• Excellent negotiation and influencing skills
• Strong focus on driving immediate online payments Good understanding of digital payment methods and customer behavior Analytical mindset with KPI-driven approach
• Ability to handle escalations and challenging conversations
• Familiarity with CRM systems, dialers, and payment platforms Key KPIs Online payment conversion rate Same-day / immediate payment rate Collection recovery rate Agent productivity and utilization Quality and compliance scores