Bucket Manager

Role & responsibilities

Receivable Management

1. Ensure resolutions, roll backs as per the targets set and focus on maximizing efficiencies of the channel utilized for the bucket

2. Ensure inventory management through resolution, roll back, normalization for the bucket and take pro active steps to control/ reduce inventory for the bucket.

3. Ensure set productivity bench marks for telecalling units, referral and field agencies.

4. Review collection strategies for various channels and suggest/ implement changes for attaining optimum productivity.

5. Regular monitoring of telecalling and field team to pre-empt issues if any and mitigate risk on the portfolio

6. Review teams on various parameters and ensure units objective is uncompromised.

7. Review allocation/ re allocation strategy regularly to ensure allocation to channels as per the capacity and complete utilization of the telecallers/ collectors available.

8. Collection Efficiency has to be tracked, monitored and improved consistently over the Baseline targets published on an ongoing basis.

9. Ensure the work flow is planned and all the necessary interventions are actioned to achieve the Baseline in order to improve Collection Efficiency.

Vendor Management

1. To identify the need for empanelment/ termination of a vendor and have an objective approach on vendor management

2. To build a healthy working relationship with the vendor and use the same to attain the Units/ buckets overall objective

3. Set benchmarks of productivity expectations from the vendor not only in terms of resolutions, roll backs but also ACR for collectors, agency telecallers and suggest of supervisory expectation from the vendor

4. Regular review of vendors basis their performance, man power invested, productivity expectations and process norms

5. Have performance deficiencies identified raised to Centre manager and suggest changes, provide solutions

6. Have 100% DRA certification of vendor head count. Other mandates like PV etc to be strictly adhered to.

Productivity & People Management

1. Ensure productivity bench marks wrt ACR, portfolio size, telecalling attempts/ field visits per day is clearly understood by both HDFC & HDB team members

2. Communicate expectations to each channel within the bucket like telecalling, field, referral and ensure that the same delivers independently

3. Chalk out clear guidelines for team members (HDFC & HDB) and ensure there is no ambiguity on the same

4. While managing huge telecalling/ field shop there is no/ low attrition by motivating and communicating clear objectives within the team.

5. Portfolio allocation to be done basis individual strengths and capability and ensure there is no unutilized talent within the team

6. Have regular reviews/ feedbacks sessions with the team to ensure there are no gaps/ burn out due to lack of communication/ understanding

7. Ensure money collection caps, settlement cap provided is regularly reviewed and there are no instances/ gaps which could be exploited causing financial loss to the unit

Process Management

1. All Banks process to be adhered to in totality in Unit performance

2. Review all sensitive process items like Cash TAT, receipt recon, settlement process during agency visits and provide feedback to Support Team/ vendor for corrections

3. Cash deposit process including monitoring TAT taken by agencies to deposit money collected.

4. Receipt Management including receipt recon, sighting of unused receipts, completion of lost receipt formalities.

5. Settlement process involving issue of settlement letters to be in line with approvals received.