GM - Client Servicing & Retention

Role & responsibilities

• Act as the primary interface with clients for the accounts specifically assigned to you, ensuring effective communication and relationship management.
  
• Ensure that client-specified processes related to collections for assigned portfolios are accurately implemented and adhered to by the respective operational and IT teams.
  
• Collaborate with the IT team to map, document, and transition client processes onto the system within defined timelines.
  
• Monitor and analyze the performance of assigned portfolios on an ongoing basis, preparing and presenting periodic reports both to clients and internal stakeholders.
  
• Participate in review meetings and conference calls with clients and internal operations teams, addressing any issues or action points requiring resolution.
  
• Review and ensure compliance with client-defined processes; identify deviations, coordinate with operational teams for corrective action, and ensure timely resolution.
  
• Formulate and drive collection strategies for portfolios under your purview, optimizing the use of different collection channels to achieve targets at minimal cost.
  
• Leverage and strengthen client relationships to identify opportunities for additional business in alignment with budgeted revenue targets.
  
• Oversee timely and accurate reporting by the MIS team, ensuring data quality and relevance for decision-making.
  
• Guide and mentor MIS team members serving as SPOCs for smaller clients and portfolios, ensuring consistency in service delivery.
  
• Conduct structured training sessions for junior team members to build functional knowledge and process understanding.
  
• Undertake any additional tasks or special assignments as delegated by the CEO from time to time.

Preferred candidate profile

1. + 10 years experience in large NBFC

2. Experience in collection of retail pools, with knowledge of field and call center operations

3. High level of Excel and data interpretation skills

4. Process oriented

5. Good communication skills, spoken and written

6. Team player; ability to interface between clients and operations teams

7. Ability to manage multiple client portfolios simultaneously under tight timelines

Education: M.Com /MBA (Finance)/ CA/ CA Inter/ ACMA / CFA

If interested please call at +91-6292121331 or mail your CV at sushmita.dr@vgmconsult.co.in for further discussion & interview