To effectively lead a team of Collectors and ensure that the collection targets are met in terms of net flows and reduce flow into charge off pool.

Strategic Responsibilities

• Supervise and manage a team of collectors to ensure that the collection targets are met.

• Implement collection strategy, techniques and procedures at various delinquent stages of the accounts.

• Train, develop, motivate and review the performance of Department staff members to assist them to perform to high standards and develop their potential to enhance knowledge-based skills.

Core Responsibilities

• Review the collections strategy regularly and train collectors to ensure that the collection techniques change with change in the legal and economic situation of the country.

• Assist in creating an incentive structure to ensure that good performers are rewarded.

• Ensure capacity planning is in place and a load-balancing is done for the unit.

• Review the collection reports on a daily basis and discuss the performance with the team.

• Remain in constant touch with law enforcement agencies and external lawyers and keep the unit updated on any changes anticipated in the legal scenario of the country

• Provide important feedback on collections to the Head Credit for modification of the front end acceptance criteria.

• Ensure low risk Audit rating for the unit.

• Ensure that the team targets are met on a monthly basis

• Negotiate with the customer wherever applicable and reach out for a settlement in consultation with the Manager, Collections / Head, Collections.

• Ensure that the collection process is carried out within the framework of code of conduct and keeping in mind the reputation of the bank.

Key Performance Indicators :

• Adherence to Collection Policies and Procedures
• Adherence of Collection Targets / Budgets
• Ensure compliance whilst dealing with Customers
• Nil High Risk Audit observations.

Key Interactions :

Internal

• Collections Team Leaders, Managers
• Consumer Banking Operations
• Branch Managers,
• Auditors

External

• Collection Agencies
• Lawyers and other Government Authorities
• Companies on the Target Listing,
• Customers / Representatives

• Bachelor’s Degree 
• Minimum of 10 years of experience in consumer banking with at least 5 years in a supervisory role