Assistant Vice President - Portfolio Management (Recoveries)

Job Description

About Us What s in it for YOU 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 recovery portfolio (all vintages) performance through a team of Vendor Managers, Team Leaders & Tele calling Agents. Role Accountability Formulate strategies for low performing segments/markets and implement the same with vendor sites Guide vendors to design a competitive incentive plan to ensure performance improvement Review Portfolio both Qualitatively & Quantitatively at account/NRR/Region/Channel level in order to identify gaps/issues/red flags and design solutions to fix root causes and highlight the same to relevant teams Share initial advisory with Strategy team on quality of overall portfolio or a particular segment thereof Liason with Strategy and Dialer teams to design appropriate call-service campaigns to cater to the changing needs in the portfolio with a view to ensure overall improvement in the portfolio performances Identify portfolio segments for initiation of legal approaches such as- Mediation, Conciliation, Lok Adalat and Arbitration in order to extract on identified accounts and attend all camps as required Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning and portfolio balancing amongst various channel partners Review all vendor productivity metrics to ensure accuracy in vendor payouts Ensure adherence to BCP guidelines and DR drill schedules across all channel partner sites Ensure necessary training /certifications for tele calling staff in line with compliance requirements Stay abreast of any sudden actions (taken by regulator/Govt/any entity) which may have impact on portfolio performance and update concerned stakeholders in a timely manner Ensure adherence to cost targets in tele recovery operations Scan the market for industry best practices and analyze internal processes to identify and recommend enhancement opportunities Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all recovery operations at channel partner sites Ensure necessary training /certifications for tele calling staff in line with compliance requirements Measures of Success Rate of Recovery (ROR) Money Recovered FTE/NFTE productivity PLI Penetration Waiver Targets Tele Retention Rate FTE/NFTE training coverage Budget adherence in tele calling operations Customer complaints volume Cost reduction as per MOU Vendor SLA Adherence No adverse observations in internal/external audits Process adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of recovery Processes Knowledge of dialer strategies Experience of managing large distributed vendor teams Competencies critical to the role Stakeholder Management Result Orientation Analytical Ability Process Orientation Market Awareness Problem Solving Skills Qualification Post-Graduate/Graduate Degree in any discipline Preferred Industry FSI