Operations Manager

Job Responsibilities:

1. Managing the portfolio by strategizing and driving collections for the assigned region. Driving the compliance to collection processes in the assigned region

2. Responsible for controlling the roll rates and recovery of overdue from the delinquent pool & controlling bucket wise delinquencies.

3. Drive Higher resolution rates across buckets. Reviewing collections KPI to deliver superior client experience. Develop and execute collection strategies consistent with the nature of exposure and gravity of delays in payment.

4. Strategically identify, develop, and enhance collection processes for optimal efficiency. Foster deep understanding and ensure robust implementation of collection SOPs.

5. As an Operation Manager, you will be responsible for the daily monitoring and regular review of delinquent portfolios, developing location-specific strategies to ensure smooth and efficient collection operations. This includes conducting daily performance reviews with City Managers (CMs) and Team Leaders (TLs) on key metrics such as paid cases, DRR adherence, and field presence.

6. Also track daily loan-level performance and publish comprehensive MIS reports on targets and shortfalls for DZH/ZH levels, while potentially taking responsibility for training and guiding collection teams, especially those across multiple agencies or branches.

7. Proactively check random, aging, single-visit, and missed PTP cases, highlighting insights for field teams to drive revisits. Continuously manage FOS mapping/remapping (every 2-3 days) based on performance and activity status.

8. Regularly assess FOS performance (ACR checking), support new hiring efforts by liaising with HR, and address field team operational issues, including payment link assistance and app-related case uploading.

Functional Competencies:

1. Business Acumen Analyse the effectiveness of the processes on a day-to-day basis and course correct.

2. Analytical Drive specific process efficiency metrics and be accountable to drive data-driven decision making.

3. Lead and manage all Pan-India collection operations, encompassing various portfolio buckets and geographical areas. Build and develop high-performing local teams to strategically identify, develop, and enhance collection processes for optimal efficiency.

5. Strong understanding of bucket management, collections process, people management skills, TL assistance. Excellent communication skills with ability to negotiate effectively with field Teams.