Area Manager - BFS Direct

Job Purpose

Managing the collections unit in a particular area and monitoring the collection of the amount due to the organization, while ensuring that cases are handled appropriately according to the company guidelines
Duties and Responsibilities
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