Role Accountability
JOB DESCRIPTION
- Develop robust target setting process to ensure the portfolio expectations are met and aligned to the target plan for the year
- Drive caller productivity and money recovered at the vendor shops & Per FTE across vintages by reviewing vendor SLAs/Cost /FTE productivity & making timely interventions for better recovery efficiency / Per caller productivity
- Drive team to leverage technology and review dialer campaigns to ensure coverage and increase caller productivity
- Prepare and disseminate telecalling performance MIS/dashboards to concerned stakeholders in a timely manner
- Create back ups among vendor channels and at the same time consolidate the existing multiple set ups to create few but strong channels to enhance overall productivity, growth and efficiency
- Drive collaboration with other CX verticals to deliver on the operating plan of both Metro as well as Non-metro cities
- Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning and portfolio balancing amongst channel partners managed
- Strategize and Anticipate / Forecast trends at the location / portfolio / Pan India level to undertake all remedial measures needed for maintaining optimum portfolio health
- Undertake competition benchmarking regularly to incorporate best in the class practices and ensure Tele calling Vertical keeps pace with the Industry best practices
- Conduct Periodic review of all the Cost drivers for the vertical to drive Cost Management disciple and focus on operational efficiencies at Pan India Level
- Ensure procedures are in place to manage operational risk /reputational risk and adherence to legal policies & rules set by the regulator/ organization
- Ensure policy discipline and conduct periodic audits for in-house as well as third party agencies
- Provide on-ground support to Legal and ensure satisfactory closure of legal proceedings
- Ensure adherence to BCP guidelines and DR drill schedules across all channel partner sites
- Motivate & drive Tele collections teams in achieving recovery/collection targets, ensuring appropriate support to manage unforeseen/crisis situations
Measures Of Success
- Absolute Recovery
- Rate of Recovery
- FTE/NFTE productivity
- PLI penetration
- Waiver Targets
- Tele Retention rate
- Digital channel recovery %
- Cost of Recovery
- FTE/NFTE training & Certification coverage
- Customer complaints volume
- Vendor SLA adherence
- No adverse observations in internal/external audits
- Process adherence as per MOU
Technical Skills / Experience
- Credit Card knowledge along with good understanding of recovery processes
- Knowledge of dialer strategies
- Experience of managing large distributed vendor teams
Experience
12-15 years of post qualification experience & 6-8 years of People management & Channel Partner Management experience in Tele Collections & Recovery
