Portfolio Manager, Collection Telecalling

Deputy Vice President - Portfolio Manager , Collection Telecalling

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 managing the collection portfolio (One or Multiple Dues Stages) performance through a team of Vendor Managers, Team Leaders & Tele calling Agents.

Role Accountability

1. Formulate strategies for low performing segments/markets and implement the same with vendor sites
2. Guide vendors to design a competitive incentive plan to ensure performance improvement
3. Review Portfolio both Qualitatively & Quantitatively at account/NRR/Region/Channel level in order to identify gaps/issues/red flags and design solutions to fix root causes and highlight the same to relevant teams
4. Share initial advisory with Strategy team on quality of overall portfolio or a particular segment thereof
5. Liason with Strategy and Dialer teams to design appropriate call-service campaigns to cater to the changing needs in the portfolio with a view to ensure overall improvement in the portfolio-performances
6. Identify portfolio segments for initiation of legal approaches such as- Mediation, Conciliation, Lok Adalat and Arbitration in order to extract on identified accounts and attend all camps as required
7. Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning and portfolio balancing amongst various channel partners
8. Review all vendor productivity metrics to ensure accuracy in vendor payouts
9. Ensure adherence to BCP guidelines and DR drill schedules across all channel partner sites
10. Ensure necessary training /certifications for tele calling staff in line with compliance requirements
11. Ensure adherence to cost targets in tele collections operations
12. Stay abreast of any sudden actions (taken by regulator/Govt/any entity) which may have impact on portfolio performance and update concerned stakeholders in a timely manner
13. Scan the market for industry best practices and analyze internal processes to identify and recommend enhancement opportunities
14. Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all collection operations at channel partner sites
15. Ensure necessary training /certifications for tele calling staff in line with compliance requirements

Measures of Success

1. Flow rates as per MOU (into X to 150)
2. Money collected
3. Settlement Loss
4. FTE/NFTE productivity
5. PLI Penetration
6. Tele Retention Rate
7. FTE/NFTE training coverage
8. Budget adherence in tele calling operations
9. Customer complaints volume
10. Cost reduction as per MOU
11. Vendor SLA Adherence
12. No adverse observations in internal/external audits
13. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Credit Card knowledge along with good understanding of Collection Processes
2. Knowledge of dialer strategies
3. Experience of managing large distributed vendor teams

Competencies critical to the role

1. Stakeholder Management
2. Result Orientation
3. Analytical Ability
4. Process Orientation
5. Market Awareness
6. Problem Solving Skills

Qualification

Post-Graduate / Graduate Degree in any discipline

Preferred Industry

FSI