Collection Manager (CM)

JOB DESCRIPTION Job TitleCollection Manager (CM)DepartmentCredit Card and Mortgage CollectionGradeOfficer/AM/DM/Mgr.Location Pan-IndiaReporting ToBucket Manager (BM)/Center Manager (CNM) /Regional Collection Mgr. (RCM) Position Purpose The incumbent needs to manage daily collections through outsourced agencies/agents and deliver the desired efficiency in terms of Resolution, Roll-back and Normalisation rates for the assigned Bucket or in terms of Rate of Recovery (RoR) in case of NPA/Charged-off port. She/he needs to maintain the desired capacity for the assigned portfolio and execute the given collections strategy effectively. Ensure regulatory compliance and adherence to Banks CoC/processes/guidelines in collection operations. KEY Position Responsibilities Sr.Key Responsibilities 1.Deliver the assigned targets for resolution, Roll-back and Normalisation rates for the Bucket. OR Deliver the assigned target for Rate of Recovery (RoR) in case of NPA/Charged-off portfolio 2Closely monitor daily collections activity at the agent and account level to deliver the desired daily run rate. 3Manage Daily productivity and performance in line with the assigned target.4Adherence to Regulatory compliance in daily collection operations.5Ensure adherence to the Banks CoC and processes.6Ensure Call Quality as per the desired standard and monitor the quality on continuous basis.7Execute the given collections strategy.8Monitor the outcome/performance on a daily basis and improvise the field collections strategy accordingly.9Ensure timely collection and deposition of payments, there are no payment process related deviations. 10Vendor Management – ensure capacity Management as per prescribed ACRs – hiring, training and development of collection executives.11Vendor Management – Ensure timely processing of agency invoices. 12Vendor Management – ensure compliance culture & audit for agencies - complete documentation, performance reviews, training, activation, deactivation of IDs, adherence with InfoSec guidelines etc.13Vendor Management – ensure optimum use of the given collections’ software/mobile application. Capture allocation and trails on the system. 14Ensure good customer experience – Minimise Collection Complaints and effective and timely investigation/resolution of complaints. Qualifications and Experience Requirement Qualifications Essential GraduatePreferred Prior Experience of managing credit card collections Essential2+ years of experience of managing collections for any retail product/Telecom.PreferredNA Behavioural Skills CompetenciesAttributeProfessionalism To conduct your duties with good judgment and in good faith Respect To be sensitive and responsible for what we say and do Excellence To act in a manner that earns the trust and admiration of others Entrepreneurial To be enterprising and take ownership of our actions Teamwork Working collaboratively to achieve the common goals and be successful together