Unit Manager

Job Purpose
"This position is open with Bajaj finance limited"
Managing the collections unit in a particular area and monitoring the collection of the amount due to the organization, while ensuring that cases are handled appropriately according to the company guidelinesDuties and Responsibilities
1. Portfolio Management

• Analyses trend of incremental portfolios

• Chalks out loss projection based on the portfolio
2. Case Management

• Works out changes in allocation patterns along with Area/Cluster Managers - tracks impact on collection efficiency

• Engages with the Risk / Credit teams to get sufficient KYC inputs for Skip Tracing; Regularly reviews delay in closures / non-resolution cases / Customer service issues (Flow) with the Operations team; Influences the team for timely settlement; Escalates cases when there are delays

• Involves self in resolving escalated cases where needed - such as joint visits with agencies for high value customers; Plans on calls / meetings with BPTP / critical customers; Reviews and approves the month tour plans of the team

• Examines and approves settlement requests, taking inputs from manager and others where needed; Gets necessary approvals; Plans with manager on steps to reduce delay for exceptional approvals

• Analyses the defensibility of legal cases, gets relevant data and documents compiled and shares in the system to initiate legal proceedings; Executes summons / warrants - ensures timely support from the Legal team

• Ensures visits by the legal team to the delinquent customers residence/ office etc. to pressurize customer to make payments; Follows up for police action against customers (e.g., Police visits at customers place, attaching customers property, etc.)

• Keeps track of payment deposition status through regular updates from ACMs; Ensures relevant FinnOne approvals are obtained
3. Planning, Budgeting, Monitoring

• Reviews capacity planning vs forecast volumes; Reviews capacity requirements, proposes additional agency empanelment if need be

• Gets AOP downloads, sets aspirational numbers for next year; Sets goals per Area through discussion - breaks down goals into smaller components and steps that are easier to execute and track

• Conducts performance update meetings as per schedule; Creates month-wise action plans for team based on findings; Reviews and tracks closures vis-à-vis milestone and monthly projections and plans; Initiates pending closures in CRM

• Reviews and validates Cost Tracker for agency payments, PP / magic wand data

• Studies and discusses agency change plans to finalize actions; Focusses on developing or appointing agencies with more comprehensive skills - skip tracing / telecalling / field support;
4. Agency and Dealer Management 

• Analyses last month performance per agency; Discusses with Area/Cluster Managers and RO's, identifies causes and remedies for under-performance, if any, and builds action plans accordingly, including meeting and discussing with the vendors to agree on improvement goals and steps

• Ensures regular touch with vendors - meets and listens to them periodically to ensure that they have been heard and responded to; Shares company news and plans with them as relevant to them|
• Examines instances of breach in compliances, recommends actions to be taken against relevant employees and vendors; Monitors and periodically reviews team members on action plans regarding audit observations; Recommends action against agencies for delays in deposition
5. Team management:

• Takes care of allocations of his / her region and critical locations

• Identifies capacity of the locations

• Tracks vendor availability in locations
6. Performance Tracking

• Tracks location wise performance of ACM/CM and ROs based on critical parameters

• Tracks last 3 months PP% for each team

• Drives critical parameters most relevant with portfolio lossesKey Decisions / Dimensions

• Management of high value cases

• Agency assessment and influencing for support in achieving targets

• Performance tracking and development plans (PIP etc)

• Hiring of ROs and shortlisting candidates for ACM roles

• Planning for agency related changes, Budgeting and Monitoring performance accordingly

• Proposing changes to the Regional structure and making investments on people developmentMajor Challenges

• Portfolio Management – closing cases at Bucket 1 and Above

• Managing difficult locations with scarcity of relevant talent

• Need to negotiate for settlement to achieve collection targetRequired Qualifications and Experience
a) Qualifications

• Graduate in any discipline
b) Work Experience

• Post qualification - 6 to 12 years

• Vendor management – complete cycle

• Team management

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