Fullerton India - Assistant Vice President/Vice President - Front End Collections

Job Title : AVP/Vice President - Front End Collections

Function / Department : Collections

Department Head : National Collection Manager

Reporting Manager : Head - Collection Strategy

Purpose of the Job :

Ensure significant contribution towards reduction in NPA by setting and achieving resolutions targets for Front End Buckets.

KPIs against each perspective :

Perspective & Key Performance Indicators :

Financial :

- Responsible for achieving resolution targets for the front end buckets

- Preparation of Collection updates in the form of presentation for Senior Management

People / Team :

- Manage call centers and a team of tele callers, TC supervisors

- Provide various collection reports to collection team to track their performance and have more effective collection framework.

- Ensure ongoing recruitment and training of all resources to manage collection activities. Plan and implement products, systems and refresher trainings to all staff

Operational Capabilities and risk management :

- Implement new strategies to reduce flows. Initiate effective tools to enhance collections by way of dialer strategies, productivity enhancement, calls, sms and voice messages. Contribute atleast one new initiative every quarter

- Anaylse portfolio trends to identify problems and take appropriate action. Provide feedback to product team on a monthly basis. Analyze data by preparing various MIS reports. Publish achievements, concern areas and actionables to top management once every quarter.

- Ensure all audit items are in place and no adverse comments on audit done by external or internal auditors for the year. Put in place a complaint and query management cell for secured products. Ensure all SLA"s agreed to are met on a monthly basis.

The most important tasks performed on an individual basis without involving subordinates are

Task performed :

- Manage collections efficiency for Front end buckets

- Balance implementation within cost budgets

Other relevant factors (Required Skills) :

- Understanding of the demographic spread unique for our organization.

- Deeper understanding of customer profile.

Expertise required/ Domain Knowledge : Collections Call Centre Experience

No. of years of relevant experience : 12+ years

Any specific specialization/education : No