Vice President - Lead Field Recovery

1. Develop and implement execution plan for recovery across all geographies in line with organizational objectives
2. Work closely with National Head to ensure optimal use of all the collection tools available & using analytics & data segmentation to deliver on performance targets and enhance collection/recovery efficiency.
3. Analyze field recovery portfolio to conduct capacity planning and optimal case allocation across all vintages on a regular basis
4. Motivate & drive field recovery teams in achieving recovery targets, ensuring appropriate support to manage emerging market situations
5. Monitor partner performance for all channels managed via structured periodic reviews and make necessary adjustments to drive productivity and ensure SLA adherence
6. Ensure necessary infrastructure is in place to deliver on recovery strategy and future business expansion needs.
7. Ensure any changes to recovery strategies/processes are implemented at the vendor end and all vendor resources are trained on new approach in line with internal and regulatory guidelines
8. Manage vendor agreement renewal/billing/incentive payout related issues and ensure a timely and satisfactory resolution for the same
9. Undertake competition benchmarking regularly to incorporate best in the class practices and ensure field recovery vertical keeps pace with the Industry best practices
10. Ensure that the collection/recovery activities are carried out in compliance with the agreed standards and with the due recognition of the regulatory guidelines and with the overall Operations Risk Framework
11. Assess financial & Reputational risk with existing Partners & share feedback with concerned stakeholders
12. Execute legal strategy and coordinate on ground support for legal actions, refining execution plan basis feedback from on ground collections/recovery team
13. Ensure principal of treating customer fairly (TCF) is adhered to by all field agents in all customer interactions
14. Ensure all vendors working with the field team have vendor scorecards implemented and are compliant with SVCL requirements as per desired frequencies