Zonal Collections Manager

Deputy Vice President - Zonal Collections Manager, Collection Field North

About Us

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, color, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What's in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for leading team of Regional Managers for effectively conducting field collection Processes and deliver on portfolio performance.

Role Accountability

1. Manage portfolio (Multiple Due Stages) performance through a team of Regional Collections Managers & ACMs, in line with Operating Plan.
2. Ensure appropriate infrastructure and resource availability to carry out collections as per operating plan
3. Formulate collection strategies for the zonal cluster basis market dynamics, portfolio spread/segmentation and business requirements
4. Identify critical/non performing segments and ensure appropriate legal hardship tools are applied to them for satisfactory resolution
5. Conduct regular performance review with all vendors, Agency Managers & Regional Collections Manager for all critical metrics to track the portfolio health and ensure healthy process
6. Monitor field collections by bucket/vintage/region to ensure cost adherence in operations and achieve cost efficiencies
7. Ensure adherence to Compliance Policy, Collections processes and Audit requirements, Code and conduct and maintaining standards to achieve customer satisfaction
8. Ensure proper recourse mechanism is followed to resolve customer complaints in a timely and satisfactory manner
9. Ensure 100 % SVCL coverage at all vendor locations of the Zone
10. Ensure monthly cost provisions are reported to Finance team as per timelines
11. 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
12. Participate strategically and tactically in development and implementation of portfolio treatments to maximize collection for the portfolio and increase resolution/extraction
13. 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, GNPA rates, Settlement loss rates, rate of recovery

Measures of Success

1. Portfolio Coverage
2. GNPA (Gross Non Performing Asset) Rate and Value
3. 30+ and 90+ Delinquency rate
4. 30 to write off POF (Product of Flows)
5. GWO (Gross Write Off)
6. Cost of collection
7. Settlement waiver rate
8. Absolute Recovery
9. Settlement waiver rate
10. Cost of collection
11. Extraction rate
12. CAPE management
13. ROR
14. Absolute recovery/ACM
15. Regulatory Customer complaint %
16. Process adherence as per MOU

Technical Skills / Experience / Certifications

Credit Card knowledge along with good understanding of Collection Processes

Competencies critical to the role

1. Analytical Ability
2. Stakeholder Management
3. Problem Solving
4. Result Orientation
5. Process Orientation

Qualification

Post-Graduate / Graduate in any discipline

Preferred Industry

FSI