15 Oct
Customer Services
Kolkata
Description
Performance
The incumbent will be responsible for managing and undertaking Collections process for allocated portfolio in the assigned area basis targets set for absolute recovery.
The incumbent will be required to trace out absconded defaulting customers and initiate recovery process
The incumbent will have to identify and report out skip & fraud accounts. 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 recovery strategy
The incumbent has to ensure proper documentation of customer interactions, maintaining MIS report of agency performance trends, review recovery 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
▶️ Deputy Manager - Agency Management, Recoveries East
🖊️ Customer Services
📍 Kolkata