SBI Card - Deputy Manager - Agency management - Collection - South

- Responsible for the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR.

Role Accountability:

- Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers.

- Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR.

- Ensure various critical segments as defined by business are reviewed and performance is driven on them.

- Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value.

- Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers.

- Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines.

- Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies.

- Ensure 100% data security using secured data transfer modes and data purging as per policy.

- Ensure all customer complaints received are closed within time frame.

- Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating.

- Ensure agencies raise invoices timely.

- Monitor NFTE ACR CAPE as per the collection strategy.

Measures of Success:

- Portfolio Coverage.

- Resolution Rate.

- Normalization/Roll back Rate.

- Settlement waiver rate.

- Absolute Recovery.

- Rupee collected.

- NFTE CAPE.

- DRA certification of NFTEs.

- Absolute Customer Complaints.

- Absolute audit observations.

- Process adherence as per MOU.

Technical Skills / Experience / Certifications - Credit Card knowledge along with good understanding of Collection Processes.