SBI Card - Assistant Vice President - Portfolio Management - Recoveries

- Responsible for the management of recovery portfolio (all vintages) performance through a team of Vendor Managers, Team Leaders & Tele calling Agents.

- Formulate strategies for low performing segments/markets and implement the same with vendor sites.

- Guide vendors to design a competitive incentive plan to ensure performance improvement.

- Review Portfolio both Qualitatively & Quantitatively at account/NRR/Region/Channel level in order to identify gaps/issues/red flags and design solutions to fix root causes and highlight the same to relevant teams.

- Share initial advisory with Strategy team on quality of overall portfolio or a particular segment thereof.

- Liason with Strategy and Dialer teams to design appropriate call-service campaigns to cater to the changing needs in the portfolio with a view to ensure overall improvement in the portfolio performances.

- Identify portfolio segments for initiation of legal approaches such asMediation, Conciliation, Lok Adalat and Arbitration in order to extract on identified accounts and attend all camps as required.

- Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning and portfolio balancing amongst various channel partners.

- Review all vendor productivity metrics to ensure accuracy in vendor payouts.

- Ensure adherence to BCP guidelines and DR drill schedules across all channel partner sites.

- Ensure necessary training /certifications for tele calling staff in line with compliance requirements.

- Stay abreast of any sudden actions (taken by regulator/Govt/any entity) which may have impact on portfolio performance and update concerned stakeholders in a timely manner.

- Ensure adherence to cost targets in tele recovery operations.

- Scan the market for industry best practices and analyze internal processes to identify and recommend enhancement opportunities.

- Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all recovery operations at channel partner sites.

- Ensure necessary training /certifications for tele calling staff in line with compliance requirements.

Measures of Success:

- Rate of Recovery (ROR).

- Money Recovered.

- FTE/NFTE productivity.

- PLI Penetration.

- Waiver Targets.

- Tele Retention Rate.

- FTE/NFTE training coverage.

- Budget adherence in tele calling operations.

- Customer complaints volume.

- Cost reduction as per MOU.

- Vendor SLA Adherence.

- No adverse observations in internal/external audits.

- Process adherence as per MOU.