Agency Manager collections

Position Responsibilities Job Description -
Role Accountability

1. Manage portfolio Multiple Due Stages performance through a team of Collections executives & callers, in line with Operating and process Plan.

Ensure appropriate infrastructure and resource availability in vendors to carry out collections as per operating plan
Formulate collection strategies for the dpd basis as well as per market dynamics, portfolio spread/segmentation and business requirements
Identify critical /non performing segments and ensure appropriate legal hardship tools are applied to them for satisfactory resolution
Conduct regular performance review with all vendors, Agency supervisors & callers for all critical metrics to track the portfolio health and ensure healthy process
Monitor field collections by bucket/vintage/region to ensure cost adherence in operations and achieve cost efficiencies
Ensure adherence to Compliance Policy, Collections processes and Audit requirements, Code and conduct and maintaining standards to achieve customer satisfaction
Ensure proper recourse mechanism is followed to resolve customer complaints in a timely and satisfactory manner
Ensure 100 % coverage of cases of allocated
Ensure monthly cost provisions are reported to Finance team as per timelines
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
Participate strategically and tactically in development and implementation of portfolio treatments to maximize collection for the portfolio and increase resolution/extraction
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 settlement loss rates, rate of recovery

Measures of SuccessDefine the Outcomes expected of the role
Portfolio Coverage
GNPA Gross non performing asset Rate and Value
3.30+ and 90+ Delinquency rate
Write off Recovery rates
GWO Gross write off
Cost of collection
Settlement waiver rate
Absolute Recovery
Settlement waiver rate
Cost of collection
ROR
Absolute recovery/ACM
Regulatory Customer complaint %
Process adherence as per MOU

Must have Qualification Post-Graduate / Graduate in any discipline

Overall experience in role 3-5 years of post-qualification experience

Relevant Experience with respect to the role 3+ years of experience in retail consumer finance in the Collections function