Detailed Description
Performance
Drive Portfolio Efficiency by resolution/Norm/Roll Back/Recovery on field portfolio according to targets allocated to multiple agencies for their respective location.
Timely identification and reporting of Skips/Fraud/RTP/Non-Starters for portfolio segmentation.
Ensure ongoing review rhythm with stakeholders to identify opportunity areas.
Timely review of vendors performance in respective location.
Compliance
Ensure proper documentation of customer interactions and raise alarms appropriately as per compliance procedures.
Ensure data security.
Conduct SVCL-Ensuring timely audit of vendor processes and documentation for agencies operating in respective location.
Productivity
Monitor CAPE as per collection strategy.
Operations, compliance and Billing - Ensure Payment Logistics - TAT adherence, proper hand-off procedure for cash collection and payments reach operations.
Provisioning and timely closure of vendor bills for respective location.
Field support along with FOS basis requirement on selective accounts.
Perform due diligence on accounts for settlement and ensure wing to wing closure.
People
Ensure motivation of Field Executives by imparting knowledge on card industry, negotiate better, escalate cases etc.
Ensure location coverage as per SLA designed with stakeholders.
Ensure regular interactive and call listening sessions conducted at all agencies for respective location.
Track hiring, ensuring timely certification of field executives as per process and defined timelines.
Measure of Success :
- Deliver on Resolution, Normalization & Roll Back, Recovery numbers as per assigned target
- Timely and 100% allocation of accounts to field vendor
- Secure transmission of data to vendors; 100% SVCL Coverage
- Timely training and DRA certification of field executives as per regulatory guidelines
Skill Sets Required :
- Should possess strong execution skills along with ability to identify root causes of problems
- Strong team management and vendor management skills
- Negotiation skills
- Knowledge of MS Office
- Ability to work in teams
