Call Center Manager-Debt Management

Role/ Job Title: Call Center Manager-Debt Management

Function/ Department: Collections

Job Purpose

The role bearer has the responsibility to manage a team and co-ordinate the operational recovery activities for an area credit portfolio in their assigned territory. It includes administration of corporate policies and procedures and ensure that front delinquencies are minimized. Working closely with the legal team so that they can provide sound legal advice on how to manage delinquencies that the company faces. The role bearer end to end collection responsibility for the collections of the area allocated contributing to the larger organizational objectives of the bank. This is a critical role that has a direct impact on the financial institution's budget planning.

Roles & Responsibilities

• Responsible to handle an area for collections of specific products.
• Responsible for collection efficiency and cost of collections for the assigned area.
• Responsible to track & control the delinquency of the area, Bucket-wise & DPD wise and focus on non-starters.
• Responsible to review account allocations and collections targets by bucket to agencies/ in house team.
• Regularly follow up with the default customers through a dedicated team.
• Ensuring that the collection agencies and executives adhere to the legal guidelines provided by the law in force.
• Manage productivity by fixing productivity parameters for In-house / Agencies / collection executives monitoring performance against set parameters and daily reviewing the same.
• Making sure that there is adequate “Feet on Street” availability area-wise / bucket-wise / segment-wise.
• Ensuring that detailed background and reference check has been done of agencies / DCTs being appointed and evaluate them constantly.
• Collaborate with legal team to ensure legal action is taken on specified cases.
• Building relationships with key clients to ensure timely collections are made.
• Determine suitable tactics or strategies for timely collections.
  
  
  

Education Qualification

Graduation: Any Graduation.

Post-graduation: Any Post-graduation

Experience: 5 - 10 years of experience in collections.