Collection Manager-Recovery

Job description

**Job Responsibilities** **Actionable** Receivables Management - Define and review collection strategies for the portfolio managed. - Monitor and review collections team to achieve set targets - Achieve the monthly and annual recovery numbers as per targets set. - Grow the Recovery rate as percentage of portfolio as per target given on a monthly basis. - Ensure that the agency resources are optimally used wrt the number of visits, contacts, ptp conversion ratio etc. - Collection Efficiency has to be tracked, monitored and improved consistently over the Baseline targets published on an ongoing basis. - Ensure the work flow is planned and all the necessary interventions are actioned to achieve the Baseline in order to improve Collection Efficiency. - To ensure follow up is done as per the laid down process wrt to allocation for Bank Officers. - To ensure Branch liaising is recorded through trails and capture of correct action code for monitoring and reporting purpose. - Productivity Management - Ensure optimum delivery from field calling channel by maximizing recovery through given resources - Addressing legal requirements through the local legal resource in liaison with the Manager Legal Support. - Hold frequent review sessions/ define review mechanism to ensure maximum data churn and ptp conversion. - Ensure field due coverage/ follow up of the portfolio allocated within stipulated time lines allotted to teams. - Account level review of cases tagged as “NC”, dispute, expired etc. - Ensure “code of conduct”/ regulatory norms is duly followed by field channels. - Innovate tracing mechanism for effective conversion of no contacts into contacts and subsequently payments - Conduct field visits/ surprise visits on collectors for cases tagged as dispute, skip and high balance accounts where are marked as refuse to pay - To ensure optimum and effective usage of new technology like Dialers for increased productivity and efficiency in line with the contact center industry - Vendor Management - All Banks process to be adhered to in totality in Unit performance - Relationship management with the pickup/ referral vendors - Ensure 100% compliance of the vendor to laid down process of DRA certification/ Police verification etc. - Review all the receipts reported lost, cancelled and discrepant and take appropriate action against any particular field collector basis repeated lapses. - Ensure all the field collectors deployed on the portfolio have valid id cards. Id cards/ receipt books are allocated only to resources deployed on the portfolio to ensure to misuse. - Ensure compliance from the vendors on laid down processes eg Cash TAT etc. - Ensure 100 % call recordings on the allocated portfolio. - Highlight instances where the same has not been adhered to the Bucket Manager/ Centre Manager - Negotiation and People Management - Facilitate and monitor recruitments with a clear objective of future requirements and timely communication of the same to the vendor to prevent shortfall of field resources - Design review mechanism along with agency supervisor to ensure adequate portfolio churn and set productivity bench marks. - Improve collection efficiency and maximize recoveries. - Motivate the team in order to meet unit targets. - Report instances of misconduct within the team and ensure that the team is aware of the expected integrity levels which need to be maintained - Set accountability and productivity bench marks and hold frequent feedback/ review to keep the team motivated towards achievement of overall objective - Ensure that each staff handles accounts as per the budgeted ACR - Process Management - Ensure Agency performance is tracked and documented with the help of report cards and performance related/ process related memo’s are initiated on account of any lapse discovered during the functioning of the team - Ensure there are no commitments given to customers which are not in lines with the process norms laid down by the Bank - Track instances of false commitments given by callers and report the same to Bucket manager if the same re- occurs - Cash deposit process including monitoring TAT taken by pick up agencies to deposit money collected. - Manage escalations and ensure resolution of all cases. - Ensure trainings/ refresher trainings for tele calling team members at regular intervals to enhance negotiation skills thus improving collection efficiencies - Ensure separate review of cases which is allocated to the same field resource for more than 6 months to ascertain there is no false commitment/ cash misappropriation on this account - Educate customers and encourage them to use digital medium for remitting payments. - Track, closely monitor and drive the teams to increase contribution of digital payments.