Cluster Manager - BFS Direct

Job description

**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 guidelines **Duties 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--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 losses **Key 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 development **Major 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 target **Required Qualifications and Experience** a)Qualifications - Graduate in any discipline b)Work Experience - Post qualification - 6 to 12 years - Vendor management complete cycle - Team management