Job Description
Position ResponsibilitiesJob Description
Coaching & Mentoring - Vendors & Agency Managers- 50% 1) New Hire Orientation on Code of Conduct, Compliance guidelines for vendor staffs and new hired agency managers in base & aligned locations.
- Quarterly Code of Conduct refreshers for executives at aligned locations/vendor staffs
- Ensure shorter learning curve on key compliance metrics & track agent/agency performance/improvement
- Operational Process trainings and demystification on policies
- Work with stakeholders to prepare Monthly training calendars basis TNI
- Ensure telephonic customer interactions made at vendor premise are checked on quality & compliance parameters
- Live call listening/barging at vendor premise
- Coaching vendor staff to improve quality of interaction with customers, thereby reducing customer facing & company impacting defects (Reputational & Financial)
Vendor Process Quality Check -30% 1) Review & Analyze of SVCL assessed by Line Managers
- Review 3rd party collection vendors on defined SVCL parameters across locations (Tier I, II & III) for SBI Card
- Review outsourced tele-calling shops on defined SVCL parameters
- Closure of SVCL with respective line managers as per defined timelines
- Exit /Offboarding review of vendors and ensure data purging, HDD disposal and issuance of no objection clearance
- Drive adherence to defined SVCL PEN
Reporting -20% 1) Responsible for training and coaching staff on SVCL parameters in aligned zone to reduce repeatability of defects
- Highlight red flags with potential process fix to stakeholders
- Provide input into the design and execution of action plans for identified issues
- Data security check and report publishing to management
Measures of Success(Define the Outcomes expected of the role) 1) 100% Vendor coaching on SVCL guidelines
- SVCL PEN
- SVCL Report Closure within Business TAT
- Identify Process Gaps, Closure & Reporting
Skills Sets Required Experience with Microsoft Suite including Word, Excel, PowerPoint, and Outlook
Good negotiation and follow up skills, collection process knowledge.
Basic knowledge of regulatory/ compliance issues and sees relationships between issues at various levels
Self-motivated and have an ability to work in a flexible, unstructured, team-based environment but with little supervision
Must have Qualification Graduate/ Postgraduate with 4-5 years of relevant collection experience
Collection process understanding for Cards
Strong oral and written communications skills
Relevant Experience in a field Total Experience: 4-6 yrs, Relevant experience: 2-4 yrs of collections experience
(Pl specify field and years)
Preferred Industry(If any) Preferably from the service industry: Credit Cards, BPO, Banks, NBFCs, Telecom,
