Collections Manager Cards

Role & Responsibilities

Resolution Rate, Roll-back Rate, and Normalisation Rate

Key Responsibilities

• Target Achievement:

• Meet or exceed assigned targets related to Resolution, Roll-back, and Normalisation rates for the assigned bucket.
• For NPA/Charged-off portfolios, achieve the designated Rate of Recovery (RoR).

• Daily Collection Monitoring:

• Track and manage daily collection activities at agent and account levels to maintain required collection run rates.

• Performance Management:

• Ensure agents meet productivity benchmarks in line with targets.
• Drive performance improvement initiatives.

• Regulatory Compliance:

• Adhere strictly to regulatory guidelines and ensure compliance in all collection operations.

• Code of Conduct and Process Compliance:

• Uphold the bank's Code of Conduct (CoC) and follow all prescribed processes meticulously.

• Call Quality Management:

• Ensure call quality meets defined standards and maintain continuous monitoring for improvements.

• Strategy Execution:

• Implement the assigned collections strategy effectively.
• Adapt and enhance field collections strategy based on daily performance insights.

• Payment Handling:

• Ensure timely collection and accurate deposition of payments with no process deviations.

• Vendor & Capacity Management:

• Maintain adequate agency capacity as per Approved Collection Ratios (ACRs).
• Oversee hiring, training, and upskilling of field executives.

• Invoice Processing:

• Ensure timely and accurate processing of vendor invoices.

• Agency Compliance and Audit:

• Maintain a compliance culture across agencies.
• Conduct regular documentation checks, audits, performance reviews, and InfoSec compliance.

• Technology Utilisation:

• Ensure effective use of collection software and mobile apps.
• Accurately capture allocations, action trails, and outcomes in the system.

• Customer Experience:

• Maintain a positive customer experience by minimizing complaints and resolving them promptly and effectively.