Cluster Manager

Works out changes in allocation patterns along with Area 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
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 Finn One 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 / tele calling / field support;
4. Agency and Dealer Management
Analyses last month performance per agency; Discusses with Area 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|. 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

Required Qualifications and Experience
SKILLS AND KNOWLEDGE
(Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent)

Educational Qualifications
a) Qualifications
Graduation

b) Work Experience
Minimum 4-5 years of work experience
Prior experience in collections (preferable)
Should have experience in NBFC/ banking sector
Strong people management skills and should have managed a large team in the past with significant field experience