• Receivables Management
Follow up on strategies of field for the portfolio managed
• Monitor and review field team to achieve set targets
• Achieve the Resolution, Normalization & Rollbacks as per targets
• Inventory Control for reducing opening balance of portfolio using the roll back & normalization concepts
• Innovate and design strategies to effectively address disputes, expired etc cases to prevent any probable escalation and highlight sensitive accounts to Bucket manager/ Centre Manager to prevent the same
Ensure that the agency resources are optimally used wrt the number of visits, contacts, ptp conversion ratio etc
• Collection Efficiency has to be tracked, monitored and improved consistently over the Baseline targets published on an ongoing basis
• Ensure the work flow is planned and all the necessary interventions are actioned to achieve the Baseline in order to improve Collection Efficiency
• To ensure the SD Preferred Process is followed with separate focus on various Pre-defined Prefered segments
• To ensure follow up is done as per the laid down process wrt to allocation for Bank Officers, dedicated HDB(ADFC) callers and Referrals
• To ensure Branch liaising is recorded through trails and capture of correct action code for monitoring and reporting purpose
• To focus on reduction of NPA with special attention to 30+ Dedupe, H block segment and Sticky NPA, along with higher resolutions and rollbacks on the focus segments
• To ensure separate focus on the MTOD, Prepaid and Debit Card, Bundling portfolio with number delivery as per the set targets
Productivity Management
Ensure optimum delivery from field calling channel by maximizing resolutions/ roll backs/ normalization through given resources
Hold frequent review sessions/ define review mechanism to ensure maximum data churn and ptp conversion
Ensure field due coverage/ follow up of the portfolio allocated within stipulated time lines allotted to teams
Account level review of cases tagged as NC, dispute, expired etc
Ensure code of conduct/ regulatory norms are duly followed by field channels
Innovate tracing mechanism for effective conversion of no contacts into contacts and subsequently payments
Conduct field visits/ surprise visits on collectors for cases tagged as dispute, skip and high balance accounts where are marked as refuse to pay
To ensure optimum and effective usage of new technology like Dialers for increased productivity and efficiency in line with the contact centre industry
Vendor Management
All Banks process to be adhered to in totality in Unit performance
Relationship management with the pickup/ referral vendors
Ensure 100% compliance of the vendor to laid down process of DRA certification/ Police verification etc
Review all the receipts reported lost, cancelled and discrepant and take appropriate action against any particular field collector basis repeated lapses
Ensure all the field collectors deployed on the portfolio have valid id cards
• Id cards/ receipt books are allocated only to resources deployed on the portfolio to ensure to misuse
Ensure compliance from the vendors on laid down processes eg Cash TAT etc
• Highlight instances where the same has not been adhered to the Bucket Manager/ Centre Manager
Negotiation and People Management
Facilitate and monitor recruitments with a clear objective of future requirements and timely communication of the same to the vendor to prevent shortfall of field resources
Design review mechanism along with agency supervisor to ensure adequate portfolio churn and set productivity bench marks
• Improve collection efficiency and maximize resolution/ roll backs
• Motivate the team in order to meet units targets
• Report instances of misconduct within the team and ensure that the team is aware of the expected integrity levels which need to be maintained
Set accountability and productivity bench marks and hold frequent feedback/ review to keep the team motivated towards achievement of overall objective
Ensure that each staff handles accounts as per the budgeted ACR
Process Management
Ensure Agency performance is tracked and documented with the help of report cards and performance related/ process related memos are initiated on account of any lapse discovered during the functioning of the team
Ensure there are no commitments given to customers which are not in lines with the process norms laid down by the Bank
Track instances of false commitments given by callers and report the same to Bucket manager if the same re- occurs
Cash deposit process including monitoring TAT taken by pick up agencies to deposit money collected
• Manage escalations and ensure resolution of all cases
• Ensure trainings/ refresher trainings for telecalling team members at regular intervals to enhance negotiation skills thus improving collection efficiencies
Ensure separate review of cases which is allocated to the same field resource for more than 6 months to ascertain there is no false commitment/ cash misappropriation on this account
Identify opportunity to increase contribution of payment collection through digital mediums
• Educate customers and encourage them to use digital medium for remitting payments
• Track, closely monitor and drive the teams to increase contribution of digital payments