Job Description Role Purpose: Responsible for leading team of Regional Managers for effectively conducting field collection Processes and deliver on portfolio performance. N n Role Accountability: Nn Manage portfolio (Multiple Due Stages) performance through a team of Regional Collections Managers & ACMs, in line with Operating Plan. N Ensure appropriate infrastructure and resource availability to carry out collections as per operating plan N Formulate collection strategies for the zonal cluster basis market dynamics, portfolio spread/segmentation and business requirements N Identify critical/non performing segments and ensure appropriate legal hardship tools are applied to them for satisfactory resolution N 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 N Monitor field collections by bucket/vintage/region to ensure cost adherence in operations and achieve cost efficiencies N Ensure adherence to Compliance Policy, Collections processes and Audit requirements,
Code and conduct and maintaining standards to achieve customer satisfaction N Ensure proper recourse mechanism is followed to resolve customer complaints in a timely and satisfactory manner N Ensure 100 % SVCL coverage at all vendor locations of the Zone N Ensure monthly cost provisions are reported to Finance team as per timelines N 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 N Participate strategically and tactically in development and implementation of portfolio treatments to maximize collection for the portfolio and increase resolution/extraction N 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 Nn n Measures ofSuccess: Nn Portfolio Coverage N GNPA (Gross Non Performing Asset) Rate and Value N 30+ and 90+ Delinquencyrate N 30 to write off POF (Product of Flows) N GWO (Gross Write Off) N Cost of collectionn Settlement waiver rate N Absolute Recoveryn Settlement waiver rate N Cost of collectionn Extraction rate N CAPE managementn ROR N Absolute recovery/ACM N Regulatory Customer complaint % N Process adherence as per MOU Nn n Technical Skills / Experience / Certifications: Credit Card knowledge along with valuable understanding of Collection Processes N n Competencies critical to the role Nn Analytical Ability N Stakeholder Management N Problem Solvingn Result Orientation N Process Orientation Nn n Qualification: Post-Graduate / Graduate in any discipline N n Preferred Industry: FSI