Cluster Manager - BFS Direct

1. Portfolio Management
Analyses trend of incremental portfolios
Chalks out loss projection based on the portfolio

2. Case Management

• Works out changes in allocation patterns along with Area/Cluster Managers - tracks impact on collection efficiency
• Engages with the Risk / Credit teams to get sufficient KYC inputs for Skip Tracing; Regularly reviews delay in closures / non-resolution cases / Customer service issues (Flow) with the Operations team; Influences the team for timely settlement; Escalates cases when there are delays
• Involves self in resolving escalated cases where needed - such as joint visits with agencies for high value customers; Plans on calls / meetings with BPTP / critical customers; Reviews and approves the month tour plans of the team
• Examines and approves settlement requests, taking inputs from manager and others where needed; Gets necessary approvals; Plans with manager on steps to reduce delay for exceptional approvals
• Analyses the defensibility of legal cases, gets relevant data and documents compiled and shares in the system to initiate legal proceedings; Executes summons / warrants - ensures timely support from the Legal team
• Ensures visits by the legal team to the delinquent customers residence/ office etc. to pressurize customer to make payments; Follows up for police action against customers (e.g., Police visits at customers place, attaching customers property, etc.)
• Keeps track of payment deposition status through regular updates from ACMs; Ensures relevant FinnOne approvals are obtained

3. Planning, Budgeting, Monitoring

• Reviews capacity planning vs forecast volumes; Reviews capacity requirements, proposes additional agency empanelment if need be
• Gets AOP downloads, sets aspirational numbers for next year; Sets goals per Area through discussion - breaks down goals into smaller components and steps that are easier to execute and track
• Conducts performance update meetings as per schedule; Creates month-wise action plans for team based on findings; Reviews and tracks closures vis- -vis milestone and monthly projections and plans; Initiates pending closures in CRM
• Reviews and validates Cost Tracker for agency payments, PP / magic wand data
• Studies and discusses agency change plans to finalize actions; Focusses on developing or appointing agencies with more comprehensive skills - skip tracing / telecalling / field support;

4. Agency and Dealer Management

• Analyses last month performance per agency; Discusses with Area/Cluster Managers and ROs, identifies causes and remedies for under-performance, if any, and builds action plans accordingly, including meeting and discussing with the vendors to agree on improvement goals and steps
• Ensures regular touch with vendors - meets and listens to them periodically to ensure that they have been heard and responded to; Shares company news and plans with them as relevant to them| Examines instances of breach in compliances, recommends actions to be taken against relevant employees and vendors; Monitors and periodically reviews team members on action plans regarding audit observations; Recommends action against agencies for delays in deposition

5. Team management:

• Takes care of allocations of his / her region and critical locations
• Identifies capacity of the locations
• Tracks vendor availability in locations

6. Performance Tracking

• Tracks location wise performance of ACM/CM and ROs based on critical parameters
• Tracks last 3 months PP% for each team
• Drives critical parameters most relevant with portfolio losses

Key Decisions / Dimensions

• Management of high value cases
• Agency assessment and influencing for support in achieving targets
• Performance tracking and development plans (PIP etc)
• Hiring of ROs and shortlisting candidates for ACM roles
• Planning for agency related changes, Budgeting and Monitoring performance accordingly
• Proposing changes to the Regional structure and making investments on people development

Major Challenges

• Portfolio Management - closing cases at Bucket 1 and Above
• Managing difficult locations with scarcity of relevant talent
• Need to negotiate for settlement to achieve collection target

Required Qualifications and Experience
a) Qualifications
Graduate in any discipline

b) Work Experience
Post qualification - 6 to 12 years
Vendor management - complete cycle
Team management