Call Center Collections Manager (BFSI)

Role Purpose

Responsible for delivering on business metrics of portfolio resolution, norm, rollback and extraction/absolute recovery and ROR as per business operating plan through a team of Agency managers and Collection Vendors.

Role Accountability

• Devise vendor allocation strategy for the BKT/region and ensure appropriate capacity addition basis future business inflows in line with ACR guidelines
• Ensure adequate legal interventions on the portfolio
• Ensure various critical segments as defined by business are reviewed and performance is driven on them
• Conduct regular performance review with Vendors and Area collection managers for all critical metrics to track the portfolio health and performance trends
• 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
• Reinforce compliance standards with area collection managers and vendors to drive adherence to code of conduct
• Ensure all guidelines mentioned by the Clients are adhered to and that process hygiene is maintained at aligned agencies
• 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 monthly cost provisions are reported as per timelines
• In cases pertaining to Banca delinquencies, collaborate with partner bank branches in respective locations to track customers

Measures of Success

• Portfolio Coverage
• Resolution Rate
• Normalization/Roll back Rate
• Settlement waiver rate
• Absolute Recovery
• Settlement waiver rate
• Extraction Rate
• ACM CAPE
• ROR
• Regulatory Customer complaint %
• 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

Graduate in any discipline

Preferred Industry

BFSI

More Info

Function : Financial Services

Immediate Joiners Preferred

Contact Details : 044-40020739