Portfolio & Service Manager

Job Requirements

Job Title:

Function:

Job Purpose

Roles & Responsibilities

• Monitor 8 key parameters for customers on a regular basis.
• Lead Deferrals process management and ensure timely and accurate resolution of irregularities in accounts.
• Track account conduct and ensure interest is served.
• Ensure acknowledgement of DDPO for balance transfers.
• Identification of trends from collection metrics through various MIS and analytics; design action plan jointly with Strategic Business head to minimize delinquencies and maintain the health of the portfolio.
• Collaborate with collections to mitigate NPAs and track early warning signals.
• Partner with Enterprise Risk to identify and mitigate financial risks.
• Post-NPA, supply information to the collections and legal teams and maintain customer engagement to resolve irregularities within internal and external regulations.
• Classify cases as those that need to be restructured, recovered through legal intervention; devise an action plan and ensure its implementation.
• Aggregate information about competitor policies, define a suitable collection policy, & trigger mechanisms for catering to the target customer segment.
• Making sure that the team adheres to the defined processes and policies while dealing with delinquent customers.
• Work in close collaboration with the business and support teams for speedy resolution of all issues.
• Have a complete overview of agency management and analyze the feedback gathered.
• Drive business and data analytics to monitor churning data trends.
• Recommend improvements to processes and policies across the retail banking business to drive operational efficiencies and high-quality customer service.
• Keep abreast with global market trends and competitor strategies in key markets.
• Spearhead initiative to reduce operational costs and drive strategies to increase profitability.
  

Educational Qualifications

Experience: