Job Description

Role Purpose: Responsible for leading team of Regional Managers for effectively conducting field collection Processes and deliver on portfolio performance.

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Role Accountability:

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1. Manage portfolio (Multiple Due Stages) performance through a team of Regional Collections Managers & ACMs, in line with Operating Plan.
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2. Ensure appropriate infrastructure and resource availability to carry out collections as per operating plan
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3. Formulate collection strategies for the zonal cluster basis market dynamics, portfolio spread/segmentation and business requirements
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4. Identify critical/non performing segments and ensure appropriate legal hardship tools are applied to them for satisfactory resolution
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5. Conduct regular performance review with all vendors, Agency Managers & Regional Collections Manager for all critical metrics to track the portfolio health and ensure healthy process
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6. Monitor field collections by bucket/vintage/region to ensure cost adherence in operations and achieve cost efficiencies
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7. Ensure adherence to Compliance Policy, Collections processes and Audit requirements, Code and conduct and maintaining standards to achieve customer satisfaction
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8. Ensure proper recourse mechanism is followed to resolve customer complaints in a timely and satisfactory manner
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9. Ensure 100 % SVCL coverage at all vendor locations of the Zone
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10. Ensure monthly cost provisions are reported to Finance team as per timelines
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11.



Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes; Raise timely red flags on sourcing quality in new markets ensuring portfolio hygiene
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12. Participate strategically and tactically in development and implementation of portfolio treatments to maximize collection for the portfolio and increase resolution/extraction
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13. Perform peer benchmarking to create competitive infrastructure and deliver best in class performance on key metrics such as Credit Recovery as a percentage of Principle Credit Charge offs, Gross write-off, GNPA rates, Settlement loss rates, rate of recovery
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Measures of Success:

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1. Portfolio Coverage
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2. GNPA (Gross Non Performing Asset) Rate and Value
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3. 30+ and 90+ Delinquency rate
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4. 30 to write off POF (Product of Flows)
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5. GWO (Gross Write Off)
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6. Cost of collection
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7. Settlement waiver rate
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8. Absolute Recovery
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9. Settlement waiver rate
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10. Cost of collection
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11. Extraction rate
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12. CAPE management
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13. ROR
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14. Absolute recovery/ACM
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15. Regulatory Customer complaint %
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16. Process adherence as per MOU
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Technical Skills / Experience / Certifications: Credit Card knowledge along with valuable understanding of Collection Processes

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Competencies critical to the role

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1. Analytical Ability
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2. Stakeholder Management
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3. Problem Solving
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4. Result Orientation
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5. Process Orientation
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Qualification: Post-Graduate / Graduate in any discipline

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Preferred Industry: FSI

📌 Deputy Vice President - Zonal Collections Manager (North) (Gurugram)
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📍 Gurugram