Collections Manager

KEY RESPONSIBILITIES

Receivable Management

1. Follow up on strategies of field for the portfolio managed.

2. Monitor and review field team to achieve set targets.

3. Achieve the Resolution, Normalization & Rollbacks as per targets.

4. Inventory Control for reducing opening balance of portfolio using the roll back & normalization concepts.

5. Innovate and design strategies to effectively address disputes, expired etc cases to prevent any probable escalation and highlight sensitive accounts to Bucket manager/ Centre Manager to prevent the same

6. Ensure that the agency resources are optimally used wrt the number of visits, contacts, ptp conversion ratio etc.

Productivity Management

1. Ensure optimum delivery from field calling channel by maximizing resolutions/ roll backs/ normalization through given resources

2. Hold frequent review sessions/ define review mechanism to ensure maximum data churn and ptp conversion

3. Ensure field due coverage/ follow up of the portfolio allocated within stipulated time lines allotted to teams.

Vendor Management

1. Relationship management with the pickup/ referral vendors

2. Ensure 100% compliance of the vendor to laid down process of DRA certification/ Police verification etc

3. Review all the receipts reported lost, cancelled and discrepant and take appropriate action against any particular field collector basis repeated lapses

4. Ensure all the field collectors deployed on the portfolio have valid id cards. Id cards/ receipt books are allocated only to resources deployed on the portfolio to ensure to misuse.

Negotiation & People Management

1. Facilitate and monitor recruitments with a clear objective of future requirements and timely communication of the same to the vendor to prevent shortfall of field resources

2. Design review mechanism along with agency supervisor to ensure adequate portfolio churn and set productivity bench marks.

3. Improve collection efficiency and maximize resolution/ roll backs.

4. Motivate the team in order to meet units targets.

Process Management

1. Ensure Agency performance is tracked and documented with the help of report cards and performance related/ process related memos are initiated on account of any lapse discovered during the functioning of the team

2. Ensure there are no commitments given to customers which are not in lines with the process norms laid down by the Bank