Agency Manager-Collections Micro Banking

1. POSITION DESCRIPTION

JOB TITLE

Agency Manager-Collections Micro Banking

GRADE

DM-II

DEPARTMENT

Collections

LOCATION

Cluster

SUB-DEPARTMENT

Micro Banking

TYPE OF POSITION

Full-time

REPORTS TO

Area Collection manager

REPORTING INTO

NA

1. ROLE PURPOSE & OBJECTIVE

• This role is vital as it is end to end vendor management, agency shall be handling both NPA & Write-off accounts, key area consists of agency man power handling, proper allocation, daily recovery & audit management as per company norms

• Managing recovery through the set of agency team, coordinating between agency and company, sharing necessary details to agency, daily cash handling & ensure timely payout release

• In absence of this position, the above few critical aspects would not be monitored closely which is a must in agency management

1. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Portfolio Managed – 3k accounts with 60 cr. portfolio

• Number of vendors/ consultants – one or more as per the area allotted

• Number of portfolio products – Micro Banking

1. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials (Only Relevant roles)

• Planning & Strategy

• Responsible of handling entire collection agencies operation

• Onboarding of new agencies as per area portfolio in delinquency

• Planning of allocation and proper distribution of portfolio with strong execution

• Ensure the recovery targets are met

• Maintaining of account wise strong feedback mechanism

• Drive collection strategy as per the portfolio and area understanding

• Budgeting

• To work on increasing the productivity

• Need to work on cost to recovery ratio and ensure cost low at anytime

• Manpower Planning & Sales Planning

• Proper manpower planning as per portfolio in the given area

• Plan agency/team wise targets to achieve the monthly targets

• Core Function Areas of Responsibility(AORs)

• Ensure proper allocation for agency teams and drive for productivity

• Ensure regular field visits along with the agency teams for better control

• Provide all necessary legal action support to agency to perform better

• Ensure collection software utilization if any at the fullest extent

Customer (Both Internal & External)

• Customer centric AORs

• Regular contacts with customers on daily basis and also ensure skip tracing for prevention of loss

• Ensure and maintain fair collection practice from agency staffs

• Stakeholders interactions

• Coordination with IT, Business, credit, vigilance, operations and collection back end teams

Internal Process

• Compliance to SLA/Policies/Processes

• Responsible and adhere to onboarding process as defined by the company

• Periodic agency review and submit the report to seniors

• Ensure Renewal of agreement & all other regulatory aspects regularly

• Process Management/ Process Excellence

• Ensure in adhering the fair practice code of conduct

• To ensure and complete all the necessary process on monthly basis as defined

Innovation & Learning

• People Management

• Ensure required manpower is deployed time to time in agency

• To ensure all the agency staffs are DRA certified within the stipulated time

• Ensure agency and teams are attending all other trainings as arranged by the company on regular basis

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduate, PGDM/ MBA from a Tier 2 or 3 college preferred

Experience

• Field experience handling a team in Collections at least for >1 year

Certifications

• Not required

Functional Skills

• Team management

• Fluent in communicating local language

• Need the team to drive by examples through regular field visits & needs strong executions of strategies

• Possess tenacity in meeting targets.

• Take responsibility of effectiveness and timely completion of work.

• Planning, organizing and time management skill. Should have the ability to prioritize.

Behavioral Skills

• Strong communication skills with the ability to communicate directly with field staff & customers.

• Local language skills will be preferred

1. KEY INTERACTIONS

INTERNAL

EXTERNAL

Vigilance Managers

Customer & family members

Branch Manager and Staffs

Third party Agents

Tele callers & Back hand credit collection team

Police personals

Operations Manager

Legal Manager

PREPARED BY

DATE

REVIEWED BY: Collection Team

DATE: 02-02-2024

LAST UPDATED BY: TM Team

DATE: 02-02-2024