Area Collections Manager - SME Collections

Key Result Areas

Supporting Actions

Achieve collections targets

• Minimize credit losses for portfolio
• Drive higher resolution rates.
• Daily monitoring and regular reviews of delinquent portfolio
• Work with non-performing defaulting borrowers to create optimum recovery solutions

Portfolio review and monitoring

• Monitor customer accounts, flagging likely cases of default or delayed payment
• Provide regular inputs to Management and all the other stakeholders such as Sales, Risk, Policy Team on various aspects of collections resolution and delinquency trends, Negative Areas, Negative Profile, Non-Starters, SKIPs, Fraud Cases, etc.

Compliance and audit

• Maintain all documentation related to the collections process in accordance with internal norms and regulatory requirements
• Respond to customer complaints regarding the collections process, taking steps to ensure a satisfactory outcome for both ABCL as well as its customers
• Participate in periodic audits of the collections teams

Customer escalations and complaints

• Coordinate with the legal team and senior management in the event of escalated cases to ensure compliance with relevant regulations

Relationships:

Internal

Regional Collections Manager / Area Collections Manager

Daily / regular

Portfolio update and alignment of strategy and activities

Credit/ Policy Teams

Weekly

Updation of Collections Cases, MIS, Bounce details etc. Updates on policy changes.

Legal Team

As needed

Escalations, customer complaints

External

Collections Agencies and Vendor Partners

Regular

Visits / discussions on portfolio; Reviews, case updates, exception reporting

Customers

As needed

Escalations and follow-ups