Assistant Manager - Agency Management, Collection Field North

Performance 

The incumbent will be responsible for managing and undertaking collections process for allocated portfolio in the assigned area basis targets set for resolution, normalization and absolute recovery. 

The incumbent will be required to trace out absconded default customers and initiate recovery process

The incumbent will have to identify and report out skip & fraud accounts for recourse. Recommend accounts for legal actions and follow up with the Legal team for the closure of the cases 

Responsible to allocate portfolio to agencies and drive performance from agencies. Timely review the vendors and associated vendor staffs' performance in respective area 

Execute collection strategies as designed by business for respective portfolio 

Productivity/Growth

Monitor CAPE as per the collection strategy 

The incumbent has to ensure proper documentation of customer interactions, maintaining MIS report of agency performance trends, review collection feedback on agreed frequency  

Operations: Ensure TAT adherence on proper hand-off procedure for payments collected by agency 

Ensuring timely raising of vendor bills/provisions for respective location 

Need based field support along with FOS basis requirement on selective accounts 

Plan structured visit to aligned locations 

Perform due diligence on accounts for settlement and ensure wing to wing closure as per policy  

People 

Motivate team of vendor staff with ongoing support and training 

Ensure regular interactive sessions conducted at all agencies for respective area 

Track timely hiring; ensure timely certification of field executives as per process and defined timelines 

Regular performance review with Vendors for all critical metrics to track the portfolio health and performance trends

Communicate targets timely across vendors  

Reinforcing compliance standards with vendors/vendor staff to drive adherence to code of conduct 

Ensure data security using secured data transfer modes and data purging as per policy 

Ensure timely audit of vendor processes and documents for multiple agencies in respective area 

Raise alarms appropriately as per compliance procedures