Assistant Manager - Agency Management, Collection Field West

Assistant Manager - Agency Management, Collection Field West

Position Responsibilities Performance 50% 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 20% 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 10% 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 20% 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 on Resolution, Normalization & Roll Back, 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
- Ability to work in teams  Must have Qualification Post-Graduate / Graduate Degree or equivalent educational qualifications Relevant Experience in a field Preferred 1 - 4 years of Field Collections Experience.
Experience in handling outsourced vendors would be an added advantage. Preferred Industry (If any) Credit Card Collections

Job Description

Performance:

• -Drive Portfolio Resolution by resolution/Norm/Roll Back/Recovery on field portfolio according to targets allocated to multiple agencies for their respective location. 
• -Timely identification and reporting of Skips/Fraud/RTP/Non-Starters for portfolio segmentation. 
• -Ensure ongoing review rhythm with stakeholders to identify opportunity areas. 
• -Timely review of vendors performance in respective location. 

Compliance:

• -Ensure proper documentation of customer interactions and raise alarms appropriately as per compliance procedures. 
• -Ensure data security. 
• -Conduct SVCL-Ensuring timely audit of vendor processes and documentation for agencies operating in respective location. 

Productivity:

• -Monitor CAPE as per collection strategy. 
• -Operations, compliance and Billing - Ensure Payment Logistics - TAT adherence, proper hand-off procedure for cash collection and payments reach operations. 
• -Provisioning and timely closure of vendor bills for respective location. 
• -Field support along with FOS basis requirement on selective accounts. 
• -Perform due diligence on accounts for settlement and ensure wing to wing closure. 

People:

• -Ensure motivation of Field Executives by imparting knowledge on card industry, negotiate better, escalate cases etc. 
• -Ensure location coverage as per SLA designed with stakeholders. 
• -Ensure regular interactive and call listening sessions conducted at all agencies for respective location. 
• -Track hiring, ensuring timely certification of field executives as per process and defined timelines. 

 

Basic Qualification Required: Any Graduate Degree

Total Experience Required: At least 2-5 Years of Collections Experience, preferably Field Vendor Management

 

Skill Sets:

- Communication Skills

- Resourcefulness

- Vendor Management

- Planning and Organizing

- Negotiation Skills

- Computer skills with a strong knowledge of MS Office.

- Initiative taking and willingness to stretch

- Working in teams

 

Position Responsibilities Performance The incumbent will be responsible for managing and undertaking collections process for allocated portfolio in the assigned area basis targets set for  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 on Resolution, Normalization & Roll Back, 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 

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
- Ability to work in teams

Must have Qualification Post-Graduate / Graduate Degree or equivalent educational qualifications 

Relevant Experience in a field Preferred 1 - 4 years of Field Collections Experience.
Experience in handling outsourced vendors would be an added advantage.

Preferred Industry (If any) Credit Card Collections

Experience Level

Mid Level