Collections Manager

SECTION II: ROLE SUMMARY

The incumbent will be responsible for collections efficiency of various products assigned to outsourced, outbound call centers.

SECTION III: KEY RESPONSIBILITIES/ ACCOUNTABILITIES

Strategic/ Managerial Responsibilities

Ø Ensure the capacity plan as decided by the senior management of the Bank is adhered to.

Ø He will be responsible to review account allocations and collections targets by bucket.

Ø To identify and implement suitable tactics/strategy as may be required from time to time.

Ø Ensure Daily MIS and Reporting across all parameters required.

Core Responsibilities

Ø The incumbent will be responsible to drive the achievement of resolution and roll back targets in the portfolio assigned to the outsourced call centre.

Ø Monitoring call agent productivity on a daily basis.

Ø Strategize and allocate accounts accordingly on the call table.

Ø Incumbent is responsible to ensure the rostering of the callers as per the requisite and pre decided strategy and capacity plan.

Ø Ensure and monitor and review the Daily Resolution Rate as decided by the prevalent collection strategy.

Ø Ensure that the coverage and intensity on each account is as per the decided Service Level Agreement with the outsourced call centre or the prevalent collections strategy.

Ø Ensure that field referrals are done as per the prevalent strategy and timelines.

Ø Ensure that timely allocation and realization of pickups generated at the outsourced call centre.

Ø Coordinate with various stakeholders within the Bank to ensure timely resolution of customer disputes raised if any.

People Management Or Self-Management Responsibilities

Ø Barge in on calls and assess the quality of calls of the callers.

Ø Manage training needs for callers on the floor.

Ø Ensure that all his collection executives are DRA trained & certified and necessary background checks of the callers are done as per Service Level Agreement with the Bank.

Ø Map performance vs. target and review them

Risk And Internal Control Responsibilities

Ø Ensure that the outsourced call centers are compliant with the Audit and Information Security and Data Privacy requirements of the Bank and various statutory and regulatory bodies.

SECTION IV: KEY INTERACTIONS

Key Internal Interactions

Purpose of Interaction

• Various levels of management and teams within Banks as per requirement of the portfolio.
  
  

Key External Interactions

• Overall management of the outsourced Call Centers.
• Will work closely to with pickup vendors to ensure timely pickup of payments promised by customers.
  
  

SECTION V: KNOWLEDGE & EXPERIENCE

KNOWLEDGE

Minimum Qualifications

• Any graduate/ PG – Any specialisation
  
  

Professional Certifications

• None
  
  

Language Skills

English, Hindi , Local language