Overview
Manager Legal Case Management Jobs in Lahore, Punjab, Pakistan at Cedar Global Solutions
Title: Manager Legal Case Management
Company: Cedar Global Solutions
Location: Lahore, Punjab, Pakistan
Position: Onsite
Timing: 9pm to 6am (Night Shift)
Location: The Enterprise Building, Multan Road, Near Thokar Niaz Baig
Key Responsibilities
Case Manager Performance & Accountability
• Monitor Case Manager productivity, adherence, case movement, and work discipline across assigned inventories.
• Provide daily coaching and mentoring with real-time guidance on case strategy, negotiation approach, and resolution tactics.
• Track case assignment versus resolution outcomes to ensure liquidation and performance goals are met.
• Ensure cases are worked in accordance with portfolio strategy, client expectations, and compliance standards.
• Handle escalated cases and second-voice interventions for complex, high-balance, or sensitive accounts.
• Evaluate team efficiency using key performance indicators (KPIs) and provide actionable, documented feedback to drive improvement.
• Conduct regular one-on-ones and side-by-side call/file monitoring sessions; maintain documented coaching logs.
• Manage performance improvement plans (PIPs), progressive discipline, and recognition in partnership with HR.
Inventory & Case Strategy Management
• Maintain detailed knowledge of assigned client(s), debt type(s), and sector-specific best practices (e.g., credit card, auto, medical, student loan, utility, or commercial receivables).
• Apply appropriate case strategies based on balance, risk, age, and recovery potential.
• Manage inventory using a strategic mix of individual assignments and campaign-based workflows, as dictated by portfolio needs.
• Continuously assess performance trends and adjust strategies to optimize liquidation and resolution outcomes.
• Ensure Case Managers understand both the strategy and rationale behind treatment paths for the inventory being worked.
• Approve settlements, payment arrangements, or account dispositions outside standard Case Manager authority limits.
Campaign & Workflow Oversight
• Oversee campaign execution and workflow prioritization based on inventory strategy and business objectives.
• Ensure proper segmentation, treatment paths, and workload distribution across the team.
• Monitor results and adjust campaign or assignment approaches to maximize effectiveness.
• Provide direction to Case Managers as inventory performance and priorities evolve.
• Partner with Workforce Management (WFM) on staffing, scheduling, and dialer/CRM campaign configuration.
Compliance & Regulatory Oversight
• Ensure all case handling complies with the FDCPA, FCRA, TCPA, CFPB Regulation F, and applicable state/local collection laws and licensing requirements.
• Monitor calls, correspondence, and account notes for compliance with client contracts, cease-and-desist requests, and consumer disputes.
• Escalate and document consumer complaints in accordance with company complaint-management policy and, where applicable, CFPB or state regulator reporting requirements.
• Support internal audits, client audits, and regulatory examinations by ensuring file readiness and accurate documentation.
• Maintain current knowledge of regulatory changes affecting the collections/recovery industry and communicate impacts to the team.
Legal Coordination & Attorney Case Management (If Applicable)
• Coordinate with the Legal Department or outside counsel on legal-eligible accounts, where applicable.
• Ensure accounts are reviewed, documented, and prepared accurately prior to legal escalation.
• Assist in resolving attorney-assigned cases until formal legal hand-off, if applicable.
• Address documentation gaps or strategy issues prior to escalation to minimize delays.
• Ensure legal files are complete, compliant, and aligned with internal requirements where legal processes apply.
Training & Quality Enhancement
• Partner with the Training Team to identify skill gaps and support targeted coaching initiatives.
• Review case quality, documentation accuracy, and compliance adherence.
• Participate in calibration sessions to ensure consistent case handling standards.
• Provide structured feedback to Case Managers on negotiation approach, strategy execution, and quality expectations.
• Support onboarding and certification of new Case Managers, including new-hire nesting and ramp evaluation.
Staff Leadership & Administration
• Lead recruitment support, interviewing, and hiring recommendations for Case Manager openings, in partnership with HR.
• Complete timely performance reviews, goal-setting, and career development planning for direct reports.
• Manage attendance, schedule adherence, and time-and-attendance approvals in accordance with company policy.
• Foster a positive, inclusive team culture and address employee relations matters promptly and in partnership with HR.
Collaboration & Reporting
• Collaborate with Operations, Training, Compliance, and Management to support performance and process improvement initiatives.
• Regularly report on team performance, inventory trends, and strategy effectiveness to senior leadership and, where applicable, clients.
• Act as a bridge between Case Managers and leadership to ensure clarity of priorities and expectations.
• Prepare and present performance reviews or business updates for internal leadership and client stakeholders.
Education & Experience
• Bachelor’s degree in Business, Finance, or related field preferred; equivalent professional experience considered in lieu of degree.
• 3–5+ years of experience in collections, recovery, accounts receivable management, or a related call-center/case-management environment.
• 1–2+ years of supervisory or team-lead experience, preferably managing collections or case management staff.
• Demonstrated track record of meeting or exceeding liquidation, recovery, and quality targets.
Knowledge, Skills & Abilities
• Working knowledge of the FDCPA, FCRA, TCPA, CFPB Regulation F, and relevant state collection statutes.
• Strong coaching, negotiation, and conflict-resolution skills.
• Ability to interpret KPI and productivity data to identify trends and drive corrective action.
• Proficiency with collections platforms/CRM systems, dialers, and Microsoft Office (Excel, PowerPoint, Outlook).
• Excellent verbal and written communication skills, including experience presenting to senior leadership or clients.
• Strong organizational skills with the ability to manage multiple portfolios, campaigns, and priorities simultaneously.
Certifications (Preferred, Not Required)
• ACA International certification (e.g., Certified Collector, Professional Collection Specialist) or equivalent industry credential.
• Certified Compliance Officer (CCCO) or similar compliance credential, where applicable to the role.
