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Zonal Debt Manager-Call Centre

2 weeks ago

New Delhi, India IDFC FIRST Bank Full time

Job Title – Zonal Collection Manager -Call Centre

Business Unit - Retail Banking - Collections 

Job Purpose:

The role bearer has the responsibility to manage a team of Regional managers and co-ordinate the operational recovery activities for maintaining credit portfolio of the assigned region. It entails administering corporate policies and procedures and ensuring the front-end delinquencies are minimized. The role bearer is required to establish relationships inside and outside of the organization on opportunities to create value and has end to end collection responsibility for the Pan India collections of the assigned product contributing to the larger organizational objectives of the bank. This is a critical role that has a direct impact on the financial institution's budget planning.

Roles & Responsibilities:

Provide Responsible to handle PAN India collections of the assigned product Identification of trends from collection metrics through various MIS and analytics, design action plan jointly with Strategic Business Head to minimize delinquencies and maintaining health of the portfolio Manage productivity by fixing parameters set for agency / collection executives, monitor performance against set parameters daily review of RCM/ACM and conduct monthly review of collection officers Classify cases as those that need to be restructured, recovered through legal intervention - devise an action plan and ensure its implementation Aggregate information about competitor policies, define a suitable collection policy & trigger mechanism for catering to the target customer segment Making sure that the team adheres to the defined processes and policies while dealing with delinquent customers Recommend changes in credit policies and credit monitoring process based on trends in NPAs Work in close collaboration with the business and support teams for speedy redressal of all issues Have complete overview of agency management and analyses the feedback gathered Supervise the recruitment, set KRAs for direct reports, conduct performance appraisals and keep an eye on overall team's KRAs Facilitate the development of subordinates through feedback and regular on and off the job learnings. Champion IDFC First's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight Attract and retain best-in-class talent for key roles in their reporting structure Drive co-operation with the credit, technology, analytics and risk teams to ensure smooth functioning of business.

Managerial & Leadership Responsibilities

Management of Feet on Street (FOS) through collection agencies across the north region.  Ensuring hiring & training of the FOS at the partner collection agencies.  Delivery of targets for all retail products through these FOS.  Should have good understanding of Flow Rates, Normalization, Stab, NCL and GCL.  Should have the zeal to drive daily run rates aggressively across agencies.  Have experience in managing retail assets for a bank or an NBFC. Good understanding of managing agency operations – ACR, Productivity, DRR, Cash Management & Depositions 

Educational Qualifications:

Graduate – Any

Post Graduate – MBA

Experience:

13+ years of relevant experience in Collection