Deputy Manager - Agency management, Collection Field South

PERFORMANCE

The incumbent will be responsible for managing and undertaking collections process for allocated portfolio in the assigned area basis targets set for resolution, normalization and absolute recovery.

The incumbent will be required to trace out absconded default customers and initiate recovery process

The incumbent will have to identify and report out skip fraud accounts for recourse. Recommend accounts for legal actions and follow up with the Legal team for the closure of the cases

Responsible to allocate portfolio to agencies and drive performance from agencies. Timely review the vendors and associated vendor staffs performance in respective area

Execute collection strategies as designed by business for respective portfolio.

PRODUCTIVITY / GROWTH

Monitor CAPE as per the collection strategy

The incumbent must ensure proper documentation of customer interactions, maintaining MIS report of agency performance trends, review collection feedback on agreed frequency

Operations: Ensure TAT adherence on proper hand-off procedure for payments collected by agency

Ensuring timely raising of vendor bills/provisions for respective location

Need based field support along with FOS basis requirement on selective accounts

Plan structured visit to aligned locations

Perform due diligence on accounts for settlement and ensure wing to wing closure as per policy

PEOPLE

Motivate team of vendor staff with ongoing support and training

Ensure regular interactive sessions conducted at all agencies for respective area

Track timely hiring; ensure timely certification of field executives as per process and defined timelines

Regular performance review with Vendors for all critical metrics to track the portfolio health and performance trends

Communicate targets timely across vendors

COMPLIANCE

Ensure compliance with business policy, collections procedures and audit requirements

Reinforcing compliance standards with vendors/vendor staff to drive adherence to code of conduct

Ensure data security using secured data transfer modes and data purging as per policy

Ensure timely audit of vendor processes and documents for multiple agencies in respective area

Raise alarms appropriately as per compliance procedures

QUALIFICATIONS

Post-Graduate / Graduate Degree or equivalent educational qualifications

EXPERIENCE

Preferred 2 - 4 years of Field Collections Experience.

Experience in handling outsourced vendors would be an added advantage.

Measure of Success

- Deliver on Resolution, Normalization Roll Back, Recovery numbers as per assigned target

- Timely and 100% allocation of accounts to field vendor

- Secure transmission of data to vendors; 100% SVCL Coverage

- Timely training and DRA certification of field executives as per regulatory guidelines

Skill Sets Required

- Should possess strong execution skills along with ability to identify root causes of problems

- Strong team management and vendor management skills

- Negotiation skills

- Knowledge of MS Office

- Ability to work in teams