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

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nRole Accountability:

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

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- Portfolio Coverage
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- GNPA (Gross Non Performing Asset) Rate and Value
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- 30+ and 90+ Delinquency rate
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- 30 to write off POF (Product of Flows)
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- GWO (Gross Write Off)
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- Cost of collection
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- Settlement waiver rate
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- Absolute Recovery
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- Settlement waiver rate
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- Cost of collection
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- Extraction rate
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- CAPE management
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- ROR
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- Absolute recovery/ACM
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- Regulatory Customer complaint %
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- Process adherence as per MOU
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nTechnical Skills / Experience / Certifications: Credit Card knowledge along with valuable understanding of Collection Processes

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nCompetencies critical to the role

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- Analytical Ability
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- Stakeholder Management
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- Problem Solving
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- Result Orientation
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- Process Orientation
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nQualification: Post-Graduate / Graduate in any discipline

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nPreferred Industry: FSI

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