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Agency Manager Collections
1 week ago
Job Description:
Position Responsibilities Job Description -Role Accountability1. 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 Charge-offs, Gross write-off settlement loss rates, rate of recoveryMeasures of Success(Define the Outcomes expected of the role)Portfolio CoverageGNPA (Gross non performing asset) Rate and Value3.30+ and 90+ Delinquency rateWrite 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 %
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