Job Description
Performance
Responsible for driving the multi due stage portfolio performance, aligned to the operating plan across non metro locations in respective state, through a team of Agency managers and Collection Vendors.
Motivation and maintaining minimal attrition for team of Area Collection Managers aligned to respective zone to drive consistency in performance
Manage Collection efficiencies/ Resolution/ Product of flows/ NCL /Settlement waivers/ Extraction rate and other portfolio health indicators
Formulating collection strategies for the state basis market dynamics, portfolio spread/segmentation and business requirements
Productivity/Growth
Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes; Raise timely red flags on sourcing quality ensuring portfolio hygiene
Collaborate with State Bank of India branches in respective locations
Identify and develop channel partners to create effective field force as per the required capacity
Reviewing agency payouts, ensuring standardization & productivity within cost budget
To remain abreast with Industry norms & trending. Ensure competitive benchmarking, identifying opportunities for simplification and growth
Development and implementation of portfolio treatments to maximize performance on the portfolio
Headcount planning basis productivity metrics in line with the organization's business goals and objectives & allocate accordingly across teams / vendors; Evaluate expansion of FTE presence / penetration on new upcoming markets
People
Responsible for leading team of Agency Managers for effectively driving field collections
Hiring: Ensure head count planning basis portfolio size, upcoming markets and operating plan
Grooming: Mentor, Develop & upskill talent as per process requirements; align team members to need based training interventions; providing needed exposure to high potential resources for retention and succession planning for self
Create talent pool for effective replacement hiring to manage attrition; Succession planning for self and high potential resources
Driving a structured team engagement plan and team bonding activities to ensure ensuring high motivational levels and achievement of team objectives & goals
Regular performance review with Vendors and Area collection managers for all critical metrics to track the portfolio health and performance trends
Communicate targets timely across teams/ vendors
Performance Management: Timely SMART Goal setting with ongoing rigors for achievement of team goals
Timely monthly/quarterly feedback session in addition to MYR/EMS completion for the team
Compliance
Ensure compliance with business policy, collections procedures and audit requirements
Reinforcing compliance standards with area collection managers and vendors to drive adherence to code of conduct
Monitor compliance and audit requirements at vendor premises during location visit
Measures of Success
Resolution & Norm/Roll back %
POF
Cost of Collection
Compliance score
Skills Sets Required
- Should possess strong execution skills along with ability to identify root causes of problems; generate and evaluate alternative solutions; implement problem resolutions quickly and effectively with fact-based decisions
- Strong team management and vendor management skills.
- Forecasting skills
- Good communication and interpersonal skills with evidence of teamwork and collaboration
- Excellent listening, problem solving, analytical skills and Conflict management skills
Must have Qualification: Post-Graduate / Graduate Degree or equivalent educational qualifications . Credit Card knowledge along with good understanding of Collection Processes
Relevant Experience in a field: -Having 6-8 years of total experience, 3-4 years Team management experience in Collections.
Preferred Industry: Credit Card Collections.
