Assistant Manager - Agency Management, Collection Field North

Role Purpose

Responsible for the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR.

Role Accountability

1. Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers
2. Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR
3. Ensure various critical segments as defined by business are reviewed and performance is driven on them
4. Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value
5. Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers
6. Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines
7. Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies
8. Ensure 100 data security using secured data transfer modes and data purging as per policy
9. Ensure all customer complaints received are closed within time frame
10. Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating
11. Ensure agencies raise invoices timely
12. Monitor NFTE ACR CAPE as per the collection strategy

Measures of Success

1. Portfolio Coverage
2. Resolution Rate
3. Normalization/Roll back Rate
4. Settlement waiver rate
5. Absolute Recovery
6. Rupee collected
7. NFTE CAPE
8. DRA certification of NFTEs
9. Absolute Customer Complaints
10. Absolute audit observations
11. Process adherence as per MOU

Technical Skills / Experience / Certifications

Credit Card knowledge along with good understanding of Collection Processes

Competencies critical to the role

1. Analytical Ability
2. Stakeholder Management
3. Problem Solving
4. Result Orientation
5. Process Orientation

Qualification

Post-Graduate / Graduate in any discipline

Preferred Industry

FSI