Cluster Manager - Debt Management Services - The Wheels

About this role

•  Analyses trend of incremental portfolios
•  To reduce forward flows of cases
• Case Management
•  Works out changes in allocation patterns along with Area Managers - tracks impact on collection efficiency
•  Engages with the Risk / Credit teams to get sufficient KYC inputs for Skip Tracing; Regularly reviews delay in closures / non-resolution cases / Customer service issues (Flow) with the Operations team; Influences the team for timely settlement; Escalates cases when there are delays
•  Involves self in resolving escalated cases where needed - such as joint visits with agencies for high value customers; Plans on calls / meetings with BPTP / critical customers; Reviews and approves the month tour plans of the team
•  Ensures visits by the legal team to the delinquent customers residence/ office etc. to pressurize customer to make payments; Follows up for police action against customers (e.g., Police visits at customers place, attaching customers property, etc.)
•  Keeps track of payment deposition status through regular updates from ACMs; Ensures relevant Finn One approvals are obtained
• Planning, Budgeting, Monitoring
•  Reviews capacity planning vs forecast volumes; Reviews capacity requirements, proposes additional agency empanelment if need be
•  Gets AOP downloads, sets aspirational numbers for next year; Sets goals per Area through discussion - breaks down goals into smaller components and steps that are easier to execute and track
•  Conducts performance update meetings as per schedule; Creates month-wise action plans for team based on findings; Reviews and tracks closures vis-à-vis milestone and monthly projections and plans; Initiates pending closures in CRM
•  Reviews and validates Cost Tracker for agency payments, PP / magic wand data
•  Studies and discusses agency change plans to finalize actions; Focusses on developing or appointing agencies with more comprehensive skills - skip tracing / tele calling / field support;
• Agency and Dealer Management 
•  Analyses last month performance per agency; Discusses with Area Managers and RO's, identifies causes and remedies for under-performance, if any, and builds action plans accordingly, including meeting and discussing with the vendors to agree on improvement goals and steps
•  Ensures regular touch with vendors - meets and listens to them periodically to ensure that they have been heard and responded to; Shares company news and plans with them as relevant to them
•  Examines instances of breach in compliances, recommends actions to be taken against relevant employees and vendors; Monitors and periodically reviews team members on action plans regarding audit observations; Recommends action against agencies for delays in deposition
• Team management:
•  Takes care of allocations of his / her region and critical locations
•  Identifies capacity of the locations
•  Tracks vendor availability in locations
• Performance Tracking
•  Tracks location wise|. Team management:
•  Takes care of allocations of his / her region and critical locations
•  Identifies capacity of the locations
•  Tracks vendor availability in locations
• Performance Tracking
•  Tracks location wise performance of ACM/CM and ROs based on critical parameters
•  Tracks last 3 months PP% for each team
•  Drives critical parameters most relevant with portfolio losses
  
  
  

•  Qualifications
  
  
  

•  Work Experience
•  Minimum 4-5 years of work experience
•  Prior experience in collections (preferable)
•  Should have experience in NBFC/ banking sector
•  Strong people management skills and should have managed a large team in the past with significant field experience