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

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

Competencies critical to the role

• Analytical Ability
• Stakeholder Management
• Problem Solving
• Result Orientation
• Process Orientation

Qualification: Post-Graduate / Graduate in any discipline

Preferred Industry: FSI