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