Receivables Management
Monthly allocation management as per set norms
Devising and driving strategic initiatives towards achievement of set target
Manage and deliver performance in terms of, resolution, roll backs, values and optimum utilization of field resources to increase efficiencies as per the target set for the assigned portfolio
Design and review logics of field follow-up for the portfolio managed towards achievement of target set
Monitor and review the agency / field executives' performances periodically
Achieve the money collection under principal, fees & charges as per targets
Inventory control for reducing opening balance of portfolio using the roll back & normalization concepts
Innovate and design logics to effectively address disputes, expired etc cases to prevent any probable escalation and highlight sensitive accounts to Supervisors to prevent the same
Ensure trails updates are recorded in web-collections for follow-up on skip marking, deceased specifically apart from follow-up on normal portfolio
Ensure that the agency resources are optimally used wrt the number of visits, contacts, PTP conversion ratio etc.
Ensure that calls are made on the portfolio thru recorded lines during the month at the agency and field visit updates are available in the web-collections. Call recordings have to be validated and updated in the visit report submitted to the agency
Agency Management
To identify the need for empanelment / termination of a vendor and have an objective approach on vendor management
Relationship management with field and referral vendors
Ensure compliance from the vendors on laid down processes
Monitor performance of field agencies and address performance deficiencies
Ensure 100% compliance of critical items like DRA certification / police verification etc.
Code of conduct to be followed by the vendor across aspects of field and tele calling
Set benchmarks of productivity expectations from the vendor not only in terms of resolutions and roll backs but also ACR for collectors, agency telecallers, and skip tracers and suggest supervisory expectation from the vendors
Regular review of vendors basis their performance, man power invested, productivity expectations and process norms
HDB Management
Allocation strategy management
Management of referral vendors
Providing adequate data support to HDB staff
Visiting HDB office regularly
Visiting pick up agencies to check process monthly
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Fee Collections
Allocation management and target setting
Collecting penalty charges to offset cost of collections
Work with HDB for Live cases
Drive agencies for Matured cases
Manage digital vendors
Process Management
All Banks process to be adhered to in totality in Unit performance
Cash deposit process including monitoring TAT taken by agencies to deposit money collected
Receipt Management all process requirements to be met including receipt recon, sighting of unused receipts, completion of lost receipt formalities
Settlement process involving issue of settlement letters to be in line with approvals received
Manage escalations and ensure resolution of all cases
Training programs to be done monthly and all employees to be covered for minimum man hours every quarter
Ensure no wrong posting of payments
All vendor bills are processed within 30 days of work and no vendor bill is left unprocessed for 60 days at any given point of time
Closure of hygiene and process escalation calls within TAT