Managing the collections unit in a particular area and monitoring the collection of the amount due to the organization, while ensuring that cases are handled appropriately according to the company guidelines
Duties and Responsibilities
- Examines instances of breach in compliances, recommends actions to be taken against relevant employees and vendors; monitors and periodically reviews team members on action plans regarding audit observations; recommends action against agencies for delays in deposition
- Team management: takes care of allocations of his / her region and critical locations; identifies capacity of the locations; tracks vendor availability in locations
- Performance Tracking: tracks location wise performance of ACM/CM and ROs based on critical parameters; tracks last 3 months PP% for each team; drives critical parameters most relevant with portfolio losses
- Portfolio Management: analyses trend of incremental portfolios; chalks out loss projection based on the portfolio
- Case Management: works out changes in allocation patterns along with Area/Cluster Managers - tracks impact on collection efficiency; engages with the Risk / Credit teams to get sufficient KYC inputs for Skip Tracing; regularly reviews delay in closures / non-resolution cases / customer service issues (Flow)
with the Operations team; influences the team for timely settlement; escalates cases when there are delays; involves self in resolving escalated cases where needed - such as joint visits with agencies for high value customers; plans on calls / meetings with BPTP / critical customers; reviews and approves the month tour plans of the team; examines and approves settlement requests, taking inputs from manager and others where needed; gets necessary approvals; plans with manager on steps to reduce delay for exceptional approvals; analyses the defensibility of legal cases, gets relevant data and documents compiled and shares in the system to initiate legal proceedings; executes summons / warrants - ensures timely support from the Legal team; ensures visits by the legal team to the delinquent customers residence/ office etc. to pressurize customer to make payments; follows up for police action against customers; keeps track of payment deposition status through regular updates from ACMs; ensures relevant FinnOne approvals are obtained
- Planning, Budgeting, Monitoring: reviews capacity planning vs forecast volumes; reviews capacity requirements, proposes additional agency empanelment if need be; gets AOP downloads, sets aspirational numbers for next year; sets goals per Area through discussion - breaks down goals into smaller components and steps that are easier to execute and track; conducts performance update meetings as per schedule; creates month-wise action plans for team based on findings; reviews and tracks closures vis--vis milestone and monthly projections and plans; initiates pending closures in CRM; reviews and validates Cost Tracker for agency payments, PP / magic wand data; studies and discusses agency change plans to finalize actions; focuses on developing or appointing agencies with more comprehensive skills - skip tracing / telecalling / field support
- Agency and Dealer Management: analyses last month performance per agency; discusses with Area/Cluster Managers and RO''s, identifies causes and remedies for under-performance, if any, and builds action plans accordingly, including meeting and discussing with the vendors to agree on improvement goals and steps; ensures regular touch with vendors - meets and listens to them periodically to ensure that they have been heard and responded to; shares company news and plans with them as relevant to them
Key Decisions / Dimensions
- Management of high value cases
- Agency assessment and influencing for support in achieving targets
- Performance tracking and development plans (PIP etc)
- Hiring of ROs and shortlisting candidates for ACM roles
- Planning for agency related changes, Budgeting and Monitoring performance accordingly
- Proposing changes to the Regional structure and making investments on people development
Major Challenges
- Portfolio Management closing cases at Bucket 1 and Above
- Managing difficult locations with scarcity of relevant talent
- Need to negotiate for settlement to achieve collection target
Required Qualifications and Experience
a)Qualifications
- Graduate in any discipline
b)Work Experience
- Post qualification - 6 to 12 years
- Vendor management complete cycle
- Team management