Agency Manager collections

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 Charge-offs, Gross write-off settlement 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

Overall 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 the Collections function