Job Description
Performance 70%
Execute collection strategy for the site, track performance and give inputs to PM
Manage and ensure delivery of the given targets - Resolution, Normalization, Roll Back for portfolio performance through vendor team of Team Leaders & Tele calling Agents.
Communicate, track and monitor required & established metrics to ensure target delivery on defined SLAs. Strategize and segment portfolio with vendors to improve performances to the highest level as per SLA grid.
Review Portfolio both Qualitatively & Quantitatively at account/NRR/Region / Channel level in order to identify gaps/issues; Ensure a robust Call-listening framework is there; Should listen to sample calls in different portfolio-segments and in some key disposition codes; Share observations on portfolio-quality basis the voice of the customer as well as deliveries in different segments; highlight red flags well on time. Share insights with PM on unresolved accounts basis R-Codes.
Dialer strategy -Strategize and segment portfolio churning on dialer prioritizing at various cuts in terms of Payment due date / Occupation segment / billing cycle / Geography / CM & NM / any new product-variants to improve efficiencies and performances.
Manage the uptime for all SBI Card IT systems at the vendor site to ensure uninterrupted production. Coordinate with Internal stake holders to ensure business continuity in the event of downtime of vendor CRM / Dialer systems /Telecom resources.
Ensure Field-referral rates are in line with business-targets; Identify right sets of accounts for TC-retention as well as Field referral; Have segmented approach here basis past delivery-trends; Ensure productive usage of all qualitative data available in our system for this activity. Analyze action codes on daily basis and propose action plan to improve performance and right identification of field referral
Productivity -20%
Drive Rupee collection per agent, Extraction rate and KP per seat at CD and site level in line with business targets to reduce per seat cost.
Monitor and Track Dialer & productivity metrics for the vendor tele calling agents as per business targets; Should be able to identify forthcoming issues, which may interrupt portfolio churning during the day or days ahead and raise the alarm at appropriate time.
Ensure vendor resource availability and utilization as per forecasted volumes/headcount. Report deviation/additional requirements to PM.
Ensure training & certification of vendor tele-calling agents as per given process & schedule; Ensure DRA trainings are mandatorily imparted to new agents and course-completion certificates are in place for them before they are deployed on floor; Utilize call-listening framework to identify further training-needs for existing agents and ensure relevant trainings / refresher are arranged for such agents on priority.
Manage agency payouts in line with the business SLA model and ensure billing within defined timelines.
Compliance -10%
Ensure proper documentation of customer interactions and raise alarms appropriately as per compliance procedures.
Ensure adherence to Compliance Policy, Collections processes and Audit requirements, maintaining standards to achieve customer satisfaction.
Continuously drive reduction in customer complaints; Should listen to sample calls to assess quality gaps, if any, and pass on the relevant feedback to CMOs/Team Leaders to ensure corrective actions/training requirements are put in place.
Ensure regular SVCL audit in accordance with given guidelines and parameters.
Measure Of Success
- Deliver on Resolution, Normalization, Roll back and KP targets/Absolute recovery for the portfolio as per the defined MoU plan.
- Monitor Rupee collected, Extraction rate and Kp per seat for the assigned portfolio as per plan
- Deliver on Dialer Metrics & Agent Productivity Metric as per given targets
- Continuously drive reduction in customer complaints
- Monitor resource availability as per forecasted volumes/headcount, report deviation/additional requirements to PM.
- Ensure Vendor compliance to all business and functional policies and processes and deliver on compliance metrics (CQ Score, HRD, 100% SVCL Coverage)
Skillset 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.
Education & Experience
Post-Graduate / Graduate Degree or equivalent educational qualifications.
Credit Card & Collections knowledge along with good vendor management skills.
6-8 years of total work experience, 4-6 years in successfully managing and driving direct or indirect teams.
Credit Card Tele / Field Collections in the respective market.
