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
