SBI Card - Deputy Vice President/Zonal Collections Manager - North

Role Purpose: Responsible for leading team of Regional Managers for effectively conducting field collection Processes and deliver on portfolio performance.

Role Accountability.

- Manage portfolio (Multiple Due Stages) performance through a team of Regional Collections Managers & ACMs, in line with Operating Plan.

- Ensure appropriate infrastructure and resource availability to carry out collections as per operating plan.

- Formulate collection strategies for the zonal cluster basis market dynamics, portfolio spread/segmentation and business requirements.

- Identify critical/non performing segments and ensure appropriate legal hardship tools are applied to them for satisfactory resolution.

- Conduct regular performance review with all vendors, Agency Managers & Regional Collections Manager for all critical metrics to track the portfolio health and ensure healthy process.

- Monitor field collections by bucket/vintage/region to ensure cost adherence in operations and achieve cost efficiencies.

- Ensure adherence to Compliance Policy, Collections processes and Audit requirements, Code and conduct and maintaining standards to achieve customer satisfaction.

- Ensure proper recourse mechanism is followed to resolve customer complaints in a timely and satisfactory manner.

- Ensure 100 % SVCL coverage at all vendor locations of the Zone.

- Ensure monthly cost provisions are reported to Finance team as per timelines.

- Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes; Raise timely red flags on sourcing quality in new markets ensuring portfolio hygiene.

- Participate strategically and tactically in development and implementation of portfolio treatments to maximize collection for the portfolio and increase resolution/extraction.

- Perform peer benchmarking to create competitive infrastructure and deliver best in class performance on key metrics such as Credit Recovery as a percentage of Principle Credit Charge offs, Gross write-off, GNPA rates, Settlement loss rates, rate of recovery.

Measures of Success:

- Portfolio Coverage.

- GNPA (Gross Non Performing Asset) Rate and Value.

- 30+ and 90+ Delinquency rate.

- 30 to write off POF (Product of Flows).

- GWO (Gross Write Off).

- Cost of collection.

- Settlement waiver rate.

- Absolute Recovery.

- Settlement waiver rate.

- Cost of collection.

- Extraction rate.

- CAPE management.

- ROR.

- Absolute recovery/ACM.

- Regulatory Customer complaint %.

- Process adherence as per MOU.