External-Cluster Manager-Collections Retail

1. POSITION DESCRIPTION

JOB TITLE

Cluster Manager-Collections Retail

GRADE

SM

DEPARTMENT

Collections

LOCATION

RO/BRANCH

SUB-DEPARTMENT

Collections Retail

TYPE OF POSITION

Full-time

REPORTS TO

Area Collections Manager

REPORTING INTO

Collection officer/Senior Collection Officer/Agency

1. ROLE PURPOSE & OBJECTIVE

This role is responsible for Collection from Unsecured and Secured Loan Over dues.

The incumbent will maintain proper Planning and Allocation of Overdue for effective Recovery through strong execution and meeting of recovery targets, as decided by the Area Collection Manager; manage the complete recovery & collection process as per the Collection Policy; drive collection strategy for the Cluster/ branches/ Agencies, Prepare action plan for the branches with high Over dues.

The role is also responsible to -

• Monitor receivables & collections and provide updates of receivables with appropriate details

• Co-ordinate with Distribution team and backend collection team for effective OD collection

• Co-ordinate with Vigilance for legal cases for collections

• Drive preventive Collections in the Cluster

• Train the Collection team on the updates on the Products and Policies and need to Nurture them

• Conduct Collection Review periodically as specified time to time

1. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Portfolio Managed- 300 cases for 30 Cr.

• Number of Agency / consultants: 1-2

• Number of portfolio products: 2-3

• Volume of products and services

• Volume of new hires onboarded

• Volume of recruitment etc.

1. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• Monitor receivables and collections and provide updates of receivables with appropriate details

• Follow up with Branch staff and Field Collection staff to monitor & track status of collections

• Ensure maximum number of accounts is collected through follow ups and other defined communication techniques

• Engage in conducting field investigations and collecting delinquent accounts

• Work on Critical cases, getting it recovered from the customers.

• Trace out of absconded default customers and initiate recovery process

• Analyze and solve problems on a daily basis and keep track of all doings for future references

• Co-ordinate with tele-calling team to ensure an effective tele-calling process for effective collection follow ups & recoveries.

• Write-off of Nominee recovery cases, which are not recoverable even after taking all the efforts; run Write-Off recovery programs with involvement of relevant departments

Customer

• Establish contact with customers and execute advanced loss prevention activities (i.e. skip tracing, settlement process)

• Field visits to default clients in view of collections and to study the repayment behavior of delinquent clients. Prepare a potential course of action to reduce the risk of uncollectible dues.

• Maintain fair collection practices while dealing with customers and ensuring that the team follows the same

Internal Process

• Team management -monitoring and supervision of activities of the allotted team

• Identify accounts requiring legal action and provide same details to Area collection manager.

• Need to ensure through the team responsible for administrative work related to collection such as updating delinquent account history, updating change of customers' information, providing and maintaining MIS report, reviewing of collection feedback on daily, Weekly & Monthly basis, etc.

• Analyze delinquent accounts and prepare reports on high risk accounts and report the same

• Need to Guide the field collection team with regard their performance/target/balance to do and DRR

• Ensure timely recruitment based on work allotment & effectively allocate resources to achieve the desired goals

• Identify early warning signals and aid the branches & field collection team in managing efficient loan portfolio.

• Manage bad debt write off in accordance with the Collection Policy

• Ensure timely issuance of company notices to chronic defaulters as defined in the collections policy through credit team/Legal team and ensure regular follow ups by accountable staff at various levels

• Ensure usage of collection software in every day collections and enable feedback mechanism which is mandatory. And all reviews/reports & updation should happen in collection system.

Innovation & Learning

• Need to train the team & branch staffs time to time on Collection Management/upgrading the Skills etc. Build a strong field collections team with clear objectives

• Manage daily activities of the team.

• Ensure that you and team are up to date on all relevant circulars and all products/services offered in the Branches.

• Ensure adherence to training man-days/ mandatory training programs for self and team.

Ensure coordination between different teams, to build a collaborative spirit and shared sense of purpose.

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

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

Experience

• Has field experience handling a team in Collections at least for >1 yr

Certifications

• NA

Functional Skills

• Has to have tenacity in meeting targets.

Behavioral Skills

• Team management

• Fluent in communicating local language

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

• Take responsibility of effectiveness and timely completion of work.

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

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

• Local language skills will be preferred

Competencies

• Business Acumen

• Cultivating Network & Partnerships

• Driving Execution

• Customer Focus

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: Shibu Baby

DATE: 13-02-2024

REVIEWED BY: Anand Devata

DATE: 14-02-2024

LAST UPDATED BY: TM Team

DATE: 16-02-2024