Performance -

• The incumbent will be responsible for managing and undertaking collections process for allocated portfolio in the assigned area basis targets set for resolution, normalization and absolute recovery
• The incumbent will be required to trace out absconded default customers and initiate recovery process The incumbent will have to identify and report out skip fraud accounts for resource
• Recommend accounts for legal actions and follow up with the Legal team for the closure of the cases Responsible to allocate portfolio to agencies and drive performance from agencies
• Timely review the vendors and associated vendor staffs performance in respective area Execute collection strategies as designed by business for respective portfolio

Productivity/Growth -

• Monitor CAPE as per the collection strategy
• The incumbent has to ensure proper documentation of customer interactions, maintaining MIS report of agency performance trends, review collection feedback on agreed frequency
• Operations: Ensure TAT adherence on proper hand-off procedure for payments collected by agency
• Ensuring timely raising of vendor bills/provisions for respective location
• Need based field support along with FOS basis requirement on selective accounts
• Plan structured visit to aligned locations
• Perform due diligence on accounts for settlement and ensure wing to wing closure as per policy

People -

• Motivate team of vendor staff with ongoing support and training
• Ensure regular interactive sessions conducted at all agencies for respective area
• Track timely hiring; ensure timely certification of field executives as per process and defined timelines
• Regular performance review with Vendors for all critical metrics to track the portfolio health and performance trends
• Communicate targets timely across vendors

Compliance -

• Ensure compliance with business policy, collections procedures and audit requirements
• Reinforcing compliance standards with vendors/vendor staff to drive adherence to code of conduct
• Ensure data security using secured data transfer modes and data purging as per policy
• Ensure timely audit of vendor processes and documents for multiple agencies in respective area
• Raise alarms appropriately as per compliance procedures

Measures of Success (Define the Outcomes expected of the role) - Deliver Recovery numbers as per assigned target
- Timely and 100% allocation of accounts to field vendor
- Secure transmission of data to vendors; 100% SVCL Coverage
- Timely training and DRA certification of field executives as per regulatory guidelines Skills Sets Required - Should possess strong execution skills along with ability to identify root causes of problems
- Strong team management and vendor management skills
- Negotiation skills
- Knowledge of MS Office
- Post-Graduate /Graduate Degree or equivalent educational qualifications
- Preferred 1 - 4 years of Field Collections Experience
- Experience in handling outsourced vendors would be an added advantage
Skills: Team Management, Negotiation Skills, Ms Office, Vendor Management

Experience: 1.00-4.00 Years