Assistant Manager - Agency Management, Collection Field West

Job Description Position Responsibilities Performance 50% 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 recource. 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 20% Monitor CAPE as per the collection strategy The incumbent has to 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 10% 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 certifification 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 20% 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 Measures of Success (Define the Outcomes expected of the role) - 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 Skills 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 Must have Qualification Post-Graduate / Graduate Degree or equivalent educational qualifications Relevant Experience in a field Preferred 1 - 4 years of Field Collections Experience.
Experience in handling outsourced vendors would be an added advantage. Preferred Industry (If any) Credit Card Collections