Senior Manager - Regional Collections Manager, Collection Field North

Job Description Performance 1) Deliver on Business metrics of Portfolio Resolution, Norm, Rollback and Extraction / Absolute recovery and ROR as per business operating plan through a team of Agency managers and Collection Vendors
2) Devising vendor allocation strategy for the CD/region
3) Ensuring adequate legal interventions on the portfolio
4) Ensure various critical segments as defined by business are reviewed and performance is driven on them
5) Regular performance review with Vendors and Area collection managers for all critical metrics to track the portfolio health and performance trends
6) Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value
7) Ongoing field visits on critical accounts with proper system documentation; Timely and quality update on Collect24 on accounts covered on field visits and on accounts followed up telephonically by self and extended team
8) Red flagging basis deterioration in portfolio health indicators/frauds Compliance 1) Reinforcing compliance standards with area collection managers and vendors to drive adherence to code of conduct
2) Ensuring all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies
3) Raising timely alarms on critical incidents as per the compliance guidelines
4) All customer complaints received are closed within time frame
5) Thorough due diligence to be conducted while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating
6) Ensuring monthly cost provisions are reported as per timelines Productivity/Growth 1) Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes; Raise timely red flags on sourcing quality ensuring portfolio hygiene
2) Collaborate with State Bank of India branches in respective locations
3) Headcount planning basis productivity metrics in line with the organization s business goals and objectives & allocate accordingly across teams / vendors; Evaluate expansion of FTE presence / penetration on new upcoming markets
4) Identify and develop channel partners to create effective field force as per the required capacity
5 )ACR to be maintained as per business guidelines
6) Ensure the Extraction rate /Money collection target is delivered on
7) Ensuring aligned locations are visited as per defined frequency
8) Ensuring 100% portfolio coverage People Measures of Success (Define the Outcomes expected of the role) Resolution & Norm/Roll back %
POF
Cost of Collection
Compliance score Skills Sets Required - Should possess strong execution skills along with ability to identify root causes of problems; generate and evaluate alternative solutions; implement problem resolutions quickly and effectively with fact-based decisions
- Strong team management and vendor management skills.
- Forecasting skills
- Good communication and interpersonal skills with evidence of teamwork and collaboration
- Excellent listening, problem solving, analytical skills and Conflict management skills Must have Qualification Post-Graduate / Graduate Degree or equivalent educational qualifications
Credit Card knowledge along with good understanding of Collection Processes Relevant Experience in a field Having 6-8 years of total experience, 3-4 years Team management experience in Collections.