Objective (Purpose of the Job)
To supervise & manage the External Collections for flows and write off portfolio. Managing National teams across multiple states / locations on Zonal basis. Primarily responsible for defining overall process, strategy & targets. Ensure consistent delivery of results, drive process improvement initiatives. Management of overall business operations & coordinate with various departments and teams to ensure delivery of business goals.
Key Responsibilities
Effective Implementation of the overall business strategy for Legal & External Collections Team.
- Monitor & manage the Process Metrics including Strategy & Processes implementation for Risk & Collection, including Allocation, handling of flow/External portfolio, recovery on written off pool, repossession, Agency management, process management, Cost management, customer complaint etc., highlight key risks and provide inputs for Mitigation Plan to achieve overall business goals.
Budgeting, Strategizing, Planning & Projecting for present / new portfolio:
- Targeted recoveries for covering write off pool provisions
- Strategizing and implementing new collection activities with clear vision for better results
Manpower management & Agencies planning:
- Budgeting as per the business volume and ensure adequate staffing
- Define KPIs, mentor Managers / Assistant Managers / Cluster Managers, manage performance and conduct periodic reviews of team / agencies to share feedback and focus on performance improvement.
- Maintaining healthy span of teams by effective team planning thus ensuring maximum risk coverage of allocated pool
- Ensuring onboarding of new agencies in various business locations based on needs of portfolio. Reviewing them on monthly / quarterly or yearly basis.
- Looking into future requirement of current portfolio or new products
- Agency Management - Ensuring that External agencies are given adequate platform to perform in alignment to organizational goal and processes. Making sure that working of agencies are truly governed as per RBI or other govt organizations
Pan India Goal Management, Target management & Ensuring Employee & Agencies Performance:
- Responsible for collection on portfolio of 180+ DPD pools as per targeted business goals. Making sure to undertake special risk tasks on pan India basis
- Target setting and monitoring performance through daily, weekly reviews to ensure target achievement. Maintain effective collection thru Innovative allocation and Collection model.
- Ensure effective manpower alignment to drive portfolio efficiencies in terms of ROR%, Crack%, Real time recoveries etc.
- Maximizing returns of recoveries by effective Collections & Settlements policy with a prime purpose of minimizing the loss.
- Prioritization and allocation of contracts into external field collections team and external agencies with a core purpose to increase recovery rates% & performance base allocation
Cost Management & Performance:
- Controlling cost of collection through innovative collection strategy of man management / agency management.
- Ensuring new Incentivization / grids with a purpose of better performance and lower cost of collections
- Managing cost of collection on national level
Communication & New Implementation of HQ/National projects:
- Act as a two-way voice for Management & for Collection team in making
- Suggesting and Implementation of new processes on current market basis
- Being part of new IT. Implementation with a vision to make processes simpler & more security based
Legal Collections:
- Ensuring Legal coverage on cases with a view to use legal as effective collection tool.
- Ensuring legal strategy wrt Sec 25 /Sec 138 / Arbitration / Execution and conciliation
- Liaison with support functions to improve team performance & create effective collection tools
Desired Skills:
- Expertise in supervising Field Collection team / Agencies with a capacity of about 1000 employees
- Overall, 12 - 18 years of experience across Collection Agencies/ Call Centre / Banking / Consumer Finance background / Internal staff model
- Practical experience in Collections strategy and processes
- Worked with leading BANK / NBFC / FINANCIAL INSTITUTIONS in the past
- Advanced knowledge of MS Office (especially Excel macros, formulas, VBA; PowerPoint, Word)
- Advanced financial and analytical thinking
- Excellent Communication and presentation skills
