Job Description

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Role/ Job Title: Regional Collection Manager-Call Centre

Function/ Department: Call Centre

Job Purpose:

This role entails minimizing losses to the bank by maximizing recovery of debts owed to the bank. It involves devising strategies and employing effective staff to fulfil its objectives. This role includes extensive Liaoning with Business Heads and Finance, HR and Collection Heads to design and decide on the optimal plan to minimize losses for Retail and Rural products. The role holder would be responsible for minimizing losses and thereby improving profits and contributing to the larger organizational objectives of the bank. This is a critical role that has a direct impact on the financial institution\'s budget planning.

Roles & Responsibilities:

• Design strategies to minimize losses to the bank by effectively recovering debt owed to the bank by leveraging call centres based on the customer track record.
• Design campaigns aligned to the overall collection strategy to ensure maximum recovery.
• Handle customer escalations and provide different payment modes to customers to reduce bounce rates.
• Collaborate with the external vendor agencies by on boarding them and providing them with training to enable maximum recovery.
• Drive initiatives to reduce risk of fraud- Maintain and monitor dashboards to ensure high level of productivity.
• Employ tools such as automation and drive digital initiatives to increase process efficiency.
• Conduct detailed analysis of delinquencies and recommend changes to the product teams.
• Ensure the successful adoption of internal compliances & regulatory framework across the business.
• Collaborate with the Head of Collections to drive down the net credit loss and delinquency metrics.
• Train off roll manpower to enable optimal performance.

Managerial & Leadership Responsibilities:

• Recommend process changes in order to improve service efficiency and quality across the assigned region.
• Recommend improvements to processes and policies across the Retail Banking business to drive operational efficiencies and high-quality customer service.
• Leverage in-house synergies through collaboration with internal stakeholders.
• Attract and retain best-in-class talent for key roles in their reporting structure.

Education Qualification:

Graduation: Bachelor\'s in Engineering / Technology / Mathematics / Commerce / Arts / Science / Biology / Business / Computers / Management

Post-graduation: MBA (Master of Business Administration)

Experience: 10 to 18 years of experience

IDFC FIRST Bank