Area Collections Manager- Retail Collections-Ahmedabad

ROLE SUMMARY

The key responsibility of a State Manager is achievement of key deliverables across all portfolio indicators like 30+, 90+, GCL, NCL & Recoveries for his location. Inside of this goal, the location manager builds & manages collections infrastructure for the location including field agencies, TC agencies, skip tracing agencies, legal firms. He/ she needs to ensure delivery of financial results for the location for the entire cards portfolio.

KEY RESPONSIBILITIES/ ACCOUNTABILITIES

Strategic/ Managerial Responsibilities

• Man power planning to ensure all geographies with adequate portfolio size is manned with bank staff.
• Necessary infrastructure wrt. vendor presence, field workforce to be ascertained prior to allocation of portfolio.
• Field workforce has to be DRA Certified & collection managers/ vendors to strictly work within the regulatory workforce
• Regular feedback to Policy, Credit & Underwriting on delinquency trend in newly opened markets

Core Responsibilities

• Ensure achievement of targets across all key indicators like flow rates, 30+, 90+, NCL & Recoveries
• Timely communication on targets across portfolio parameters of resolution, rollback & normalization to Collection Managers
• Identify & highlight accounts which have specific trends wrt frauds, incorrect sourcing & recommend necessary policy corrections.
• Ensure 100% process adherence to all process norms laid down by the bank.
• Recommend process related changes to ensure water tight workflow wrt complainec of regulatory mandates.
• Ensure all the collection managers share, update & document DCR. Conduct reviews basi the DCR trails across buckets.
• Engage with customers, collection managers for joint follow up on difficult accounts & ensure legal recourse is taken as appropriate.
• Ensure necessary investigation of complaints received across channels is shared post necessary review to prevent any reputational/ financial loss for the Bank.

People Management or Self-Management Responsibilities

• Ensure regular exchange with bank officers & agency proprietor on key deliverables & process norms on any variance/ process gap
• Ensure timely hiring of quality resources on YBL roles to effectively manage YBL portfolio
• Ensure regular agency visits & review with field team
• Ensure there is no financial/ non-financial exchange with any third party (customer/ agency resources etc) by any of the bank officers/ collection managers

Risk and Internal Control Responsibilities

• Conduct surprise audit on vendor premise
• Ensure all customer issues involving judicial bodies are highlighted to all internal stake holders (Legal/ Compliance)
• Ensure rightful representation of the Bank in any customer/ third party interaction

KEY INTERACTIONS

Functional (Within Risk Management):

• Regular interaction with bank officers wrt performance & process standing & ensure corrective measures suggested are well documented
• Regular exchange/ feedback on any credit learnings/ corrections as appropriate for the portfolio allocated with Credit & Underwriting
• Ongoing exchange with Central/ Regional Support Team as appropriate on process related items

Cross Functional (Outside Risk Management):

• Revert/ Clarify on any Compliance/ ORM related clarification as sought within assigned timeline
• Exchange with Operations/ Customer Service/ Branch for resolution of customer query/ dispute within the assigned timeline

Key External Interactions

Purpose of Interaction

Customers:

• Engage with customers as appropriate to ensure recovery of outstanding amount & mitigate losses of the bank

External Vendors:

• To ensure adequate understanding of the vendor on the bank’s performance & process parameters