- SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
- Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
- Dynamic, Inclusive and Diverse team culture
- Gender Neutral Policy
- Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
- Commitment to the overall development of an employee through comprehensive learning & development framework
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
- 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
- Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR
- Ensure various critical segments as defined by business are reviewed and performance is driven on them
- Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value
- Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers
- 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
- Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies
- Ensure 100% data security using secured data transfer modes and data purging as per policy
- Ensure all customer complaints received are closed within time frame
- Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating
- Ensure agencies raise invoices timely
- Monitor NFTE ACR CAPE as per the collection strategy
Measures of Success
- Portfolio Coverage
- Resolution Rate
- Normalization/Roll back Rate
- Settlement waiver rate
- Absolute Recovery
- Rupee collected
- NFTE CAPE
- DRA certification of NFTEs
- Absolute Customer Complaints
- Absolute audit observations
- Process adherence as per MOU
Technical Skills / Experience / Certifications
Credit Card knowledge along with good understanding of Collection Processes
Competencies critical to the role
- Analytical Ability
- Stakeholder Management
- Problem Solving
- Result Orientation
- Process Orientation
Qualification
Post-Graduate / Graduate in any discipline
Preferred Industry
FSI
