Agency Manager - Customer Support

Job description

Position Responsibilities Job Description -

Role Accountability 1.Manage portfolio (Multiple Due Stages) performance through a team of Collections executives & callers, in line with Operating and process Plan.

● Ensure appropriate infrastructure and resource availability in vendors to carry out collections as per operating plan

● Formulate collection strategies for the dpd basis as well as per 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 supervisors & callers 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 % coverage of cases of allocated

● 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 new 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 Chargeoffs, Gross write-offSettlement loss rates, rate of recovery

Measures of Success(Define the Outcomes expected of the role)

Portfolio Coverage

GNPA (Gross non performing asset) Rate and Value

3.30+ and 90+ Delinquency rate

Write off Recovery rates

● GWO (Gross write off)

● Cost of collection

● Settlement waiver rate

● Absolute Recovery

● Settlement waiver rate

● Cost of collection

● ROR

● Absolute recovery/ACM

● Regulatory Customer complaint %

● Process adherence as per MOU

Must have Qualification Post-Graduate / Graduate in any discipline

Over All experience in role 3-5 years of post qualification experience

Relevant Experience with respect to the role 3+ years of experience in retail consumer finance in Collections function