Assistant Manager West Bengal

Role Purpose

Responsible for the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR.

Role Accountability

Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers

Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR

Ensure various critical segments as defined by business are reviewed and performance is driven on them

Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value

Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers

Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines

Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies

Ensure 100% data security using secured data transfer modes and data purging as per policy

Ensure all customer complaints received are closed within time frame

Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating

Ensure agencies raise invoices timely

Monitor NFTE ACR CAPE as per the collection strategy

Measures of Success

Portfolio Coverage

Resolution Rate

Normalization/Roll back Rate

Settlement waiver rate

Absolute Recovery

Rupee collected

NFTE CAPE

DRA certification of NFTEs

Absolute Customer Complaints

Absolute audit observations

Process adherence as per MOU

Technical Skills / Experience / Certifications

Credit Card knowledge along with valuable understanding of Collection Processes

Competencies critical to the role

Analytical Ability

Stakeholder Management

Problem Solving

Result Orientation

Process Orientation

Qualification

Post-Graduate / Graduate in any discipline

Preferred Industry

FSI

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