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
● Formulate collection strategies for the dpd basis as well as per mark
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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 superviosers & 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
