Area Debt Manager-Call Centre
IDFC FIRST Bank
About the Role
The Area Debt Manager – Call Centre is responsible for managing a team and coordinating operational recovery activities for a credit portfolio within an assigned territory. This includes administering corporate policies and procedures to minimize front-end delinquencies. The role involves close collaboration with the legal team to obtain sound legal advice on managing delinquencies. The role bearer holds end-to-end responsibility for collections in the allocated area, contributing to the bank’s broader organizational objectives. This is a critical role with direct impact on the financial institution’s budget planning.
Key Responsibilities
Primary Responsibilities
- Handle collections for specific products in the assigned area.
- Ensure collection efficiency and manage the cost of collections.
- Track and control delinquency bucket-wise and DPD-wise, with a focus on non-starters.
- Review account allocations and set collection targets by bucket for agencies and in-house teams.
- Follow up regularly with defaulting customers through a dedicated team.
- Ensure adherence to legal guidelines by collection agencies and executives.
- Manage productivity by setting parameters for in-house teams, agencies, and collection executives, and monitor performance daily.
- Ensure adequate 'Feet on Street' availability area-wise, bucket-wise, and segment-wise.
- Conduct detailed background and reference checks for appointed agencies and DCTs and evaluate them regularly.
- Collaborate with the legal team to initiate legal action on specified cases.
- Build relationships with key clients to ensure timely collections.
- Determine suitable tactics and strategies for timely collections.
Education
- Graduation - Any graduate.
- Minimum of 4 years of relevant experience.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Sound understanding of collection processes and legal guidelines.
- Ability to analyze data and make strategic decisions.
- Proficiency in monitoring performance metrics and productivity parameters.