Job Description

Job Title Collection Manager (CM) Department Credit Card and Mortgage Collection 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. A. 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 2 Closely monitor daily collections activity at the agent and account level to deliver the desired daily run rate. 3 Manage Daily productivity and performance in line with the assigned target. 4 Adherence to Regulatory compliance in daily collection operations. 5 Ensure adherence to the Bank’s CoC and processes. 6 Ensure Call Quality as per the desired standard and monitor the quality on continuous basis. 7 Execute the given collections strategy. 8 Monitor the outcome/performance on a daily basis and improvise the field collections strategy accordingly. 9 Ensure timely collection and deposition of payments, there are no payment process related deviations. 10 Vendor Management – ensure capacity Management as per prescribed ACRs – hiring, training and development of collection executives. 11 Vendor Management – Ensure timely processing of agency invoices. 12 Vendor Management – ensure compliance culture & audit for agencies - complete documentation, performance reviews, training, activation, deactivation of IDs, adherence with InfoSec guidelines etc. 13 Vendor Management – ensure optimum use of the given collections’ software/mobile application. Capture allocation and trails on the system. 14 Ensure good customer experience – Minimise Collection Complaints and effective and timely investigation/resolution of complaints. B. Qualifications and Experience Requirement Qualifications Essential Graduate Preferred Prior Experience of managing credit card collections Essential 2+ years of experience of managing collections for any retail product/Telecom. Preferred NA a. Behavioural Skills Competencies Attribute Professionalism 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 Role & responsibilities .