- Performance Portfolio Management in a Metro/Non Metro Market, in line with Operating Plan Execute collection strategy for the region, track performance and give inputs to ZCM Manage
- Credit loss/Collection effectiveness and recovery/Portfolio health indicators/Productivity and cost/Liaise with legal
- Manage CD level Resolution, Nrm, Rb targets achievements basis operating plan/Manage CDACM level Extraction rate Portfolio segmentation and corrective actioning (MOB, Curr Bal, Channel, Core, Non-Core, Segementation)
- Manage settlement loss targets basis operating plan for the region Productivity Monitor agency payouts in line with the business P L and COC model and ensure billing within defined timelines
- Monitor CAPE as per collections strategy
- Track and generate Daily MIS of region for performance update
- Identify and develop channel partners to create effective field force as per the required capacity
- Maintain cordial vendor relations
- Perform due diligence on accounts for settlement Legaland ensure wing to wing closure
- Ensure cases are allocated across agencies within defined time lines
- People Responsible for leading team of Agency Managers for conducting and monitoring field collection Processes
- Responsible for Head Count planning, hiring, training, performance management, attrition and retention
- Develop individuals in team for expertise follow up on high value and EWS accounts
- Mentor and Equip team to negotiate effectively and to have proactive approach to highlight early warnings wrt to market behaviour trends, by conducting regular training, coaching and awareness sessions
- Timely and Rationale Goal setting, ensure timely feedback and MYR/EMS completion for the Team
- Communicate targets across teams/ vendors and coordinate with internal and external stakeholders through structured review mechanism
- Compliance Ensure adherence to Compliance Policy, Collections processes and Audit requirements, maintaining standards to achieve customer satisfaction SVCL coverage at all locations of the region
- Measures of Success (Define the Outcomes expected of the role) - Deliver on Product of Flows (PoF), Collection Efficiencies (CE), Extraction Rate, Recovery, Flow Rates, Settlement loss targets along with Resolution, Normalization, Roll Back GWO targets for the portfolio as per the defined region plan
- Ensure 100% account coverage with defined CAPE.
- Timely Goal setting and feedback, MYR/EMS closure as per defined timelines. Ensure timely completion of assigned e-trainings. Adequate coverage of assigned locations/NRR, effective employee connect. Minimising attrition.
- Vendor compliance to all business and functional policies and processes....Deliver on compliance metrics (FMO Score, 100% SVCL Coverage)
Skills Sets Required
- Wing to Wing knowledge of Collection process systems
- Strong vendor management skills
- Excellent team leading Skills
- Understanding of Business
- Planning and establishing direction
- Executing locational/customer segment level strategy
- Should possess strong execution skills; identify problems and implement solutions quickly and effectively
- Good communication, negotiation and interpersonal skills with evidence of teamwork and collaboration.
Must have Qualification
- Post-Graduate / Graduate Degree or equivalent educational qualifications.
- Credit Card Collections knowledge along with good vendor management skills.
- Relevant Experience in a field 4-6 years of total work experience, 3-4 years in successfully managing and driving direct or indirect teams.
- Preferred Industry (If any) Credit Card Field Collections in the respective market.
