Team Lead – Zonal Collections – Personal loan

Business Function

Risk Management Group works closely with our business partners to manage the bank's risk exposure by balancing its objective to maximise returns against an acceptable risk profile. We partner with origination teams to provide financing, investments and hedging opportunities to our customers. To manage risk effectively and run a successful business, we invest significantly in our people and infrastructure

Job Purpose

1) To maintain the bucket balances and reduce NPA on the bank's book

2) Ensuring that effective tools are applied to recovery losses

3) Ensuring all the data requirements are managed well for any inputs needed for analytics, legal inputs, etc.

Key Accountabilities

1) Work with Debt Collection Agencies & Branches to deliver on Target performance in Pre-charge off as well as Post-Charge off buckets.

2) Track Debt Collection Agencies (DCA) performance on a daily & monthly basis against MTD target v/s achievement & issuing performance letters monthly.

3) Reconciliation of payments collected along with receipts on a daily basis, to check for any fraud/siphoning of funds by DCA staff

4) Perform Audit on DCA by conducting site-visits on a semi-annual basis; Perform Annual review on the Agencies i.e. Financial & reputations; information security & control; on-site review results, service level & yearly performance.

5) Execution of legal remedies like sec.138, DRT & Civil Suits proceedings

6) Visiting Branches, Customers & DCA's for to drive collections & ensure assigned targets are achieved.

7) Follow-up with customers of retail products to walk into the branches and make payments toward their overdues.

Job Duties & responsibilities

1. Manage collection activities of assigned location through team and collection agencies.

2. Ensure the DCA complies with Bank's Outsourcing requirement

3. Review & investigates customer complaints on DCA

4. Review customer's settlement proposal when raised by the DCA

5. Perform Controlled Self-Assessment on the DCA on a month on month basis

6. Capacity planning for DCA's from time to time

7. Check on timely account allocation to the DCA

8. Tracking of daily Tele-caller & Field collector productivity by maximizing payment recoveries from Delinquent accounts

9. Sample Call monitoring of calls made by Tele-callers & give feedback to DCA staff on further improvement. Knowledge of managing dialers in the past would be an added advantage

10. Checking of Invoices raised by DCA and tracking for timely payment to DCA's

11. Any other responsibility assigned to him/her from time to time by the Supervisor

12. Execution of legal remedies like sec.138, SARFAESI Act etc on defaulting customers for recovery of outstanding.

Additional Responsibilities:

1) Working on implementation of Collection Management system for India Consumer business

2) UAT Testing of various modules of Collection Management system(CMS)

3) Testing of mobility solution & Agency Management module as part of the CMS implementation

4) Liaison with local & regional technology team for timely delivery of various Collection system module

5) Acting as a back-up to system administrator for CMS

6) Preparing training document for Collection Management system

Required Experience

At least 12 years of experience in Retail Collection (Mortgages, Unsecured Loans, Credit Cards, Small Business Loans)

Education / Preferred Qualifications

Graduate/Post Graduate along with sound domain knowledge in Retail Collections

Core Competencies

1) Good analytical skills

2) Good presentation & negotiation skills

3) Good interpersonal skills

4) Good knowledge of the industry

5) Ability to manage a Team

6) Acumen to manage Collection agencies

7) Understanding and experience in legal actions like, Sarfaesi, Sec-138, DRT Proceedings and Civil Suits.

Technical Competencies

1) Sound knowledge of policies / lending frameworks followed for retail products

2) Good knowledge of Collection tools & techniques

3) Sound understanding of regulatory guidelines on Collections issued by RBI and regulations that impact retail businesses in general.

4) Knowledge of various Asset products and risks associated with them

5) Knowledge of processes related to Sec-138, DRT Proceedings and Civil Suits.

Work Relationship

Interactions within Collection team

Interactions with all the stakeholders within & outside the bank.

DBS India - Culture & Behaviors

• Drive performance through Value Based Propositions
• Build pride and passion to protect, maintain and enhance DBS image and reputation.
• Enhance knowledge base, build skill sets & develop competencies.
• Invest in team building & motivation through ideation & innovation.
• Execute at speed while maintaining error free operations.
• Develop a passion for performance and grow the talent pool.
• Maintain the highest standards of honesty and integrity.