BUSINESS UNIT - Card Collection PURPOSE OF THE JOB To ensure that there is a smooth flow of operations between the internal and external stakeholders in order to minimize the errors in the procedures. KEY RESPONSIBILITIES Receivable Management 1.Ensure resolutions, roll backs as per the targets set and focus on maximizing efficiencies of the channel utilized for the bucket 2.Ensure inventory management through resolution, roll back, normalization for the bucket and take pro active steps to control/ reduce inventory for the bucket. 3.Ensure set productivity bench marks for telecalling units, referral and field agencies. 4.Review collection strategies for various channels and suggest/ implement changes for attaining optimum productivity. 5.Regular monitoring of telecalling and field team to pre-empt issues if any and mitigate risk on the portfolio 6.Review teams on various parameters and ensure units objective is uncompromised. 7.Review allocation/ re allocation strategy regularly to ensure allocation to channels as per the capacity and complete utilization of the telecallers/ collectors available. Vendor Management 1.To identify the need for empanelment/ termination of a vendor and have an objective approach on vendor management 2.To build a healthy working relationship with the vendor and use the same to attain the Units/ buckets overall objective 3.Set benchmarks of productivity expectations from the vendor not only in terms of resolutions, roll backs but also ACR for collectors, agency telecallers and suggest of supervisory expectation from the vendor 4.Regular review of vendors basis their performance, man power invested, productivity expectations and process norms 5.Have performance deficiencies identified raised to Centre manager and suggest changes, provide solutions 6.Have 100% DRA certification of vendor head count. Other mandates like PV etc to be strictly adhered to. 7.Review basis hygiene items like receipt cancellation, cash TAT, escalations and communicate intolerance to any such lapses. 8.Ensure compliance from the vendors on laid down processes. 9.Monitor performance of agencies and address performance deficiencies. Productivity & People Management 1.Ensure productivity bench marks wrt ACR, portfolio size, telecalling attempts/ field visits per day is clearly understood by team members 2.Communicate expectations to each channel within the bucket like telecalling, field, referral and ensure that the same delivers independently 3.Chalk out clear guidelines for team members and ensure there is no ambiguity on the same 4.While managing huge telecalling/ field shop there is no/ low attrition by motivating and communicating clear objectives within the team. 5.Portfolio allocation to be done basis individual strengths and capability and ensure there is no unutilized talent within the team 6.Have regular reviews/ feedbacks sessions with the team to ensure there are no gaps/ burn out due to lack of communication/ understanding 7.Ensure money collection caps, settlement cap provided is regularly reviewed and there are no instances/ gaps which could be exploited causing financial loss to the unit 8.Leads from the front during times of crisis, builds confidence and motivates the team 9.Regular review of allocation strategy and provide inputs, recommend changes in consultation with the Centre Manager 10.Download the significance of high integrity within the Unit and communicate instances of staff accountability to ensure the team functions with high integrity 11.Ensure 100% logger compliance for telecalling units and keep them protected at all times in the event of escalations. Review call monitoring feedback provided by tele calling supervisors to tele callers and provides inputs on the same. 12.Field visits on cases. Process Management 1.All Banks process to be adhered to in totality in Unit performance 2.Review all sensitive process items like Cash TAT, receipt recon, settlement process during agency visits and provide feedback to Support Team/ vendor for corrections 3.Cash deposit process including monitoring TAT taken by agencies to deposit money collected. 4.Receipt Management including receipt recon, sighting of unused receipts, completion of lost receipt formalities. 5.Settlement process involving issue of settlement letters to be in line with approvals received. 6.Manage escalations and ensure resolution of all cases. 7.Ensure all vendor bills are raised within 30 days of work and no vendor bill is left unprocessed for 60 days at any given point of time.