Deputy Vice President - Zonal Collections Manager, Collection Field South

Role Purpose: Responsible for leading team of Regional Managers for effectively conducting field collection Processes and deliver on portfolio performance.

Role Accountability

1. Manage portfolio (Multiple Due Stages) performance through a team of Regional Collections Managers & ACMs, in line with Operating Plan.
2. Ensure appropriate infrastructure and resource availability to carry out collections as per operating plan
3. Formulate collection strategies for the zonal cluster basis market dynamics, portfolio spread/segmentation and business requirements
4. Identify critical/non performing segments and ensure appropriate legal hardship tools are applied to them for satisfactory resolution
5. Conduct regular performance review with all vendors, Agency Managers & Regional Collections Manager for all critical metrics to track the portfolio health and ensure healthy process
6. Monitor field collections by bucket/vintage/region to ensure cost adherence in operations and achieve cost efficiencies
7. Ensure adherence to Compliance Policy, Collections processes and Audit requirements, Code and conduct and maintaining standards to achieve customer satisfaction
8. Ensure proper recourse mechanism is followed to resolve customer complaints in a timely and satisfactory manner
9. Ensure 100 % SVCL coverage at all vendor locations of the Zone
10. Ensure monthly cost provisions are reported to Finance team as per timelines
11. 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
12. Participate strategically and tactically in development and implementation of portfolio treatments to maximize collection for the portfolio and increase resolution/extraction
13. 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, GNPA rates, Settlement loss rates, rate of recovery

Measures of Success

1. Portfolio Coverage
2. GNPA (Gross Non Performing Asset) Rate and Value
3. 30+ and 90+ Delinquency rate
4. 30 to write off POF (Product of Flows)
5. GWO (Gross Write Off)
6. Cost of collection
7. Settlement waiver rate
8. Absolute Recovery
9. Settlement waiver rate
10. Cost of collection
11. Extraction rate
12. CAPE management
13. ROR
14. Absolute recovery/ACM
15. Regulatory Customer complaint %
16. Process adherence as per MOU

Technical Skills / Experience / Certifications

Credit Card knowledge along with good understanding of Collection Processes

Competencies critical to the role

1. Analytical Ability
2. Stakeholder Management
3. Problem Solving
4. Result Orientation
5. Process Orientation

Qualification: Post-Graduate / Graduate in any discipline.