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Credit Card Collections Manager
1 week ago
About Us
We are SBI Card, a leading pure-play credit card issuer in India. Our goal is to provide our customers with innovative financial solutions that meet their evolving needs. At SBI Card, we believe in creating a culture of inclusion and diversity, where every individual feels valued and respected.
We are committed to making life simple for our customers, which inspires every initiative we undertake. We strive to deliver seamless payment experiences and rewarding benefits that exceed our customers' expectations.
Our team consists of talented professionals who share our vision of building a better future for everyone. As an equal opportunity employer, we welcome employees from diverse backgrounds without discrimination. Our aim is to foster an inclusive workplace where all employees are treated equally with dignity and respect.
We invite you to join us in shaping the future of digital payments in India and unlocking your full potential.
Benefits
- Work-life balance philosophy: We prioritize our employees' mental and physical well-being through a comprehensive wellness program.
- Robust rewards and recognition program for employees.
- DYNAMIC, INCLUSIVE AND DIVERSE TEAM CULTURE
- Gender Neutral Policy
- Inclusive Health Benefits: Medical Insurance, Personal Accidental, Group Term Life Insurance, Annual Health Checkup, Dental, and OPD benefits.
- Employee Growth Framework
Job Description
Manages all collections processes for allocated portfolios within set targets for resolution, normalization, rollback/absolute recovery, and ROR.
Responsibilities
- Allocate portfolios to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on business targets through an extended team of field executives and callers.
- Develop tactical short-term incentive plans for NFTEs to increase productivity and drive DRR.
- Review critical segments and drive performance on them.
- Ensure judicious use of hardship tools and adherence to settlement waivers both on rate and value.
- Conduct field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers.
- Raise red flags basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per compliance guidelines.
- Maintain process hygiene at aligned agencies.
- Ensure 100% data security using secured data transfer modes and data purging as per policy.
- Closing customer complaints received within timeframe.
- Due diligence while onboarding/offboarding/renewing a vendor and completion of necessary formalities prior to allocating.
- Agencies raising invoices timely.
- Monitoring NFTE ACR CAPE as per collection strategy.
Performance Metrics
- 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
Skills and Qualifications
- Credit Card knowledge along with good understanding of Collection Processes
Core Competencies
- Analytical Ability
- Stakeholder Management
- Problem Solving
- Result Orientation
- Process Orientation
Education
Post-Graduate / Graduate in any discipline
Industry
FSI
