Regional Collection Manager- Delhi

ECL Management & Costs

• Monitor and Control delinquency and minimize ECL for portfolio
• Drive higher resolution rates resulting in reduced ECL
• Review, maintain control and Optimize the cost incurred towards collections of dues.
• Daily monitoring and regular reviews of delinquent portfolio

Portfolio review and monitoring

• Monitor location level and sub-product level portfolios – location level and at various product level within the Digital Portfolio.
• Work with non-performing defaulting borrowers to create optimum recovery solutions
• Developing various MISs to show different cuts and trends in the portfolio which can lead to necessary corrective action by collections team to enhance their performance and shows area of improvement.
• Provide regular inputs to Management and all the other stakeholders such as Sales, Risk, Policy Team on various aspects of collections resolution and delinquency trends, Negative Areas, Negative Profile, Non-Starters, SKIPs, Fraud Cases, etc.
• Ensure good grip and control on the delinquent portfolio.

Vendor Management

• Liaise with agencies to drive collections processes efficiently.
• Oversee selection processes for external agencies
• Continuously monitor agency performance against set parameters and targets
• Exercise adequate control on agencies to ensure collection of overdue debts in a timely manner

Compliance and audit

• Ensure that all documentation related     to  the  collections     process  is maintained  in     accordance  with  internal     norms  and regulatory requirements          
• Respond   to customer complaints regarding the collections process, taking steps to ensure a satisfactory outcome for both ABFL as well as its customers  
• Plan and implement periodic audits of the collections teams,  ensuring their compliance with all relevant policies and regulations 

Customer escalations and complaints

• Coordinate with the legal team and senior management in the event of escalated cases to ensure compliance with relevant regulations

People Management

• Provide oversight and be a coach and mentor for the team
• Ensure regular functional & behavioral trainings of team members in collaboration with HR
• Participate in relevant talent management and people development activities to ensure a healthy pipeline and an engaged team