Head - Collections Strategy - Secured/Unsecured Products - BFSI

Job Purpose :

Collections function has become more analytics-driven, with enhanced data capture and ability to implement analytics-led strategies on collections systems. The recent technological advancements, new age tools available and the presence of Fintech support has brought in the scope of improving automation and controls in the collection operations function. Also, the regulatory scrutiny and need for customer-centricity requires the collections-operations team to be supported with better customer, account, product and market insights.

Roles & Responsibilities :

- Measure, Analyze & Improve - Support in driving productivity and performance through

- KPIs measurement - resolutions, allocated # per agent, visits frequency per customer, # of visits per day, TL span, # of trails, trail-gap, geographical coverage, distribution by agent grading score, repo/settlement/legal effectiveness

- Improvement opportunities - agent talk-off script, training, system usage awareness, trail-gap/quality, agent-grading

- Test and Learn through changes in KPIs and impact

- Evaluate multiple agencies ensuring agency profitability- test product allocations; drive competition; outsourced Vs in-house

- Plan and Monitor- Planning and periodic forecast on allocations and capacity requirements

- Ideate & Innovate - Evaluate different field collections models - direct to field, caller-runner models; systems/strategies on repossessions, settlements, AHFS management, and disposal; strategies on various legal recourse; skip tracing

- Data ownership - Drive customer-360 view; leverage information available from different customer touch-points

- Usage of new tools - bureau inputs, number-curing, web-crawler, external data sources, skip tracing

- Analytical inputs to drive higher resolution/dollar-collected at sustainable cost, through

- Risk segmentation using a propensity to pay/probability to flow forward;

- Differentiated treatment - the differentiated intensity of interventions, different field collections models, contact-ability resolution basis right time and place to visit

- Inputs to drive charges collection in early buckets to modify customer behavior

- Drive development and adoption of models for right time to contact, tagging for skip tracing, optimum # of visits per customer type, efficacy of legal recourse product/stage-wise

- Models for right stage for settlement, settlement acceptance propensity, right waiver%

- Analytical inputs to drive enhance recovery, recovery vintages, debt-sale solutions

Project management :

- Identification of changing the bank & run the bank opportunities

- Create cadence/drive project management rigor, in close coordination with the field operations team

- Coordinate with stakeholders to get data and show results/outcome of changes being implemented

- Ensure post-project adoption through training and hand-holding post BAU declaration

Market Connect :

- Gather market intelligence on

- Skip tracing partnership possibilities,

- Benchmark performance within BFSI and other relevant segments

- Agency management systems, opportunities for driving better controls at agencies

- Quality and governance process

- Work closely with product/portfolio risk teams and BIU teams towards understanding and effecting portfolio changes into insights for effective and efficient collections operations

- Support on collections projects

- Handhold team members to meet delivery requirements

- Ensure adequate training and development for self and others in the team

- Work as a collaborator and partner for entire collections team

- Development of effective strategy in tune with product/policy, process, and market changes. Ensure on-time updates and changes, better MIS availability and preparedness for performance, actionable insights.

- Work very closely with stakeholders creating positive VOC.