Manager/Asst. Manager- Collections

Role & responsibilities

Key highlights of the role are listed below (purely indicative and not limiting):

The position will be responsible for smart & result-oriented management of the collections portfolio w.r.t credit cards of the Company.

The role and responsibilities of this position includes:

• Demonstrates good understanding and exposure to credit cards/ Unsecured Loans collections dynamics.

Need to have thorough knowledge of Dialler management to drive the call centre performance metrics

• Managing tele-calling team/Agencies to help improve resolution across all cycles. Drive agencies bucket wise performance for pre-NPA accounts
• Development and management of Inhouse as well as outsourced collection Call centre agencies for optimal results at the best cost.
• Designs and improves processes to get best outcome
• Implementation and management of all compliance, regulatory and other customer experience related norms during execution of collection activity.
• Develop and update robust MIS and ensure all reporting requirements are met for statutory, compliance and regulatory requirements.
• Leverage alternate resolution mechanisms including Digital campaigns to maximize reach and collections.
• Undertake regular & timely agency reviews/tele-calling team reviews to help increase.
• Managing Talisma team to ensure escalation and queries received from various communications in the form of Tickets /Emails from card holder, Bank of Baroda branches and other departments followed by other regulatory authorities viz. IBO, Ombudsman, Consumer Court, SPGRS etc. where it needs to be investigated and suitably responded within the prescribed TAT.

Applicants should possess the following attributes:

• Good Communication skills
• Knowledge of call centre Process.
• Possess Good knowledge of latest RBI guidelines & compliances
• Strong analytical and decision-making skills
• Customer Orientation
• Communication and Team building skills
• Flexibility in hours of operation
• Professional written and verbal communication and Interpersonal skills

Ability to communicate well at all levels of the organization