Collections Manager

SECTION II: ROLE SUMMARY

The incumbent will be responsible for collections efficiency of various products assigned to outsourced, outbound call centers.

SECTION III: KEY RESPONSIBILITIES/ ACCOUNTABILITIES

Strategic/ Managerial Responsibilities

Ø Ensure the capacity plan as decided by the senior management of the Bank is adhered to.Ø He will be responsible to review account allocations and collections targets by bucket.Ø To identify and implement suitable tactics/strategy as may be required from time to time.Ø Ensure Daily MIS and Reporting across all parameters required.

Core Responsibilities

Ø The incumbent will be responsible to drive the achievement of resolution and roll back targets in the portfolio assigned to the outsourced call centre.Ø Monitoring call agent productivity on a daily basis.Ø Strategize and allocate accounts accordingly on the call table.Ø Incumbent is responsible to ensure the rostering of the callers as per the requisite and pre decided strategy and capacity plan.Ø Ensure and monitor and review the Daily Resolution Rate as decided by the prevalent collection strategy.Ø Ensure that the coverage and intensity on each account is as per the decided Service Level Agreement with the outsourced call centre or the prevalent collections strategy.Ø Ensure that field referrals are done as per the prevalent strategy and timelines.Ø Ensure that timely allocation and realization of pickups generated at the outsourced call centre.Ø Coordinate with various stakeholders within the Bank to ensure timely resolution of customer disputes raised if any.

People Management Or Self-Management Responsibilities

Ø Barge in on calls and assess the quality of calls of the callers.Ø Manage training needs for callers on the floor.Ø Ensure that all his collection executives are DRA trained & certified and necessary background checks of the callers are done as per Service Level Agreement with the Bank.Ø Map performance vs. target and review them

Risk And Internal Control Responsibilities

Ø Ensure that the outsourced call centers are compliant with the Audit and Information Security and Data Privacy requirements of the Bank and various statutory and regulatory bodies.

SECTION IV: KEY INTERACTIONS

Key Internal Interactions

Purpose of Interaction

• Various levels of management and teams within Banks as per requirement of the portfolio.
  

Key External Interactions

• Overall management of the outsourced Call Centers.
• Will work closely to with pickup vendors to ensure timely pickup of payments promised by customers.
  

SECTION V: KNOWLEDGE & EXPERIENCE

KNOWLEDGE

Minimum Qualifications

• Any graduate/ PG – Any specialisation
  

Professional Certifications

• None
  

Language Skills

English, Hindi , Local language