Zonal Manager - Debt Management Services - Recoveries

Job Description

* Duties and Responsibilities - 1. Debt Management Services strategy Develop and implement operating plan for the year and long-term strategy through AOP and LRP by aligning to the business direction to deliver on various bucket consumer product debt management services targets Assess the AOP targets growth prospects and forecasted budget of businesses to decide the total manpower requirements and at different locations Analyze the AOP targets and determine aspirational targets; Spread the target across the calendar months to gradually increase resolution as per the location wise nuances Cascade the AOP and aspirational targets across the Team and provide all required support towards smooth implementation. Review performance (POS resolution and POS flow) both region and location wise to identify poor performing areas and provide course correction inputs to improve debt management services efficiency Prepare the overall budgeting for the vertical including manpower incentive and operating to share with finance team Interface with HR on capability building and training programs for employees for effective performance 2. Forecasting Manpower Prepare manpower planning forecasts for Debt Management Services based on business volumes location requirements etc. Engage with sales team and risk team to understand plans for new locations sales contests and business volumes Determine impact of business volumes on delinquency and incorporate into manpower planning forecasts 3. Portfolio /Functional management Analyze the Account Receivables (AR) to understand product wise delinquency and prepare the product wise strategy accordinglyercentage of FEMI bounce and conduct trend analysis of average percentage movements to evaluate the portfolio Identify gaps and determine areas of concern basis the delinquency process lapse impacting higher percentage of FEMI; Highlightpercentages. Highlight to Risk team for potential changes to the defined processes Review the loss number to ensure adherence to budget target and AOP; Identify areas of deviations and guide team to determine principle outstanding (POS) resolution and in turn the count level resolution to ensure minimal variance Monitor and review operational metrics like bucket-wise flow rates run rates with respect to assigned targets daily for all three verticals to ensure adherence to debt management services targets Conduct a separate review call with concerned team members and subordinates if targets are missed to understand the issue and suggest corrective actions Visit troubled markets to understand the ground level issues in detail and cover all the territories per quarter Present the metrics monthly to senior management and incorporate the feedback to align expectations and seek course correction required if any * Duties and Responsibilities - Monitor the efficiency and manpower strength in areas deteriorating in debt management services trends (as per COE data) to take preventive actions like increasing/decreasing Debt Management Services officers in a geography proactively Interact with risk team/COE to analyze risk metrics of business performance in all especially troubled markets to analyze its impact on Debt Management Services (map the debt management services buckets performance accordingly) 4. Cost optimization Devise mechanism to enable optimization of costs through debt management services of penal interest (Collects total Penal Revenue of close to 4 crores) so to drive low zero cost model/as per AOP such that penal interest is greater than total expenses (expenses is payment to debt management services agencies plus incentives to FOS) Segregate the delinquent customers in different groups like frequency of bounce low bal cases no RO locations etc based on frequency of bounce times to assess the likeliness of repayment and assign appropriate resources for the same (like assigning case to call center for 1st time bounce or delinquent and harder cases to flow direct on field) which ultimately will save time and cost. Segregating portfolio into diff pocket as high Risk/ medium Risk/ Low risk and then pay accordingly to efforts required not one standard payout for all this helps us in cost optimization. 5. Stakeholder management Interface with business counterparts (both internal and external if any) on issue resolution process improvements training needs etc. to ensure alignment and providing better service Liaise with Debt Management Services COE to oversee the vendor (debt management services agencies) onboarding and submission of required documents to manage vendor payouts and take actions (e.g. black- listing any vendor) in case of any issues * Duties and Responsibilities - 6. Compliances Review the documentation pertaining to Debt Management Services and audit reports to identify issues and take necessary actions to address the issues identified (like issue compliances memos terminate an employee etc.) Ensure all team members and agencies follow the set processes for adherence to compliance and operational processes; Maintain adherence to RBI code of conduct Drive introduction of new processes and software e.g. online settlement module Exotel calling DRA training etc and ensure any issues faced are resolved Lead communication of all new processes policies to the grass root level to ensure smooth transition and adoption Review the documentation pertaining to Debt Management Services and audit reports to identify issues and take necessary actions to address the issues identified (like issue compliances memos terminate an employee etc.) Meet with vendors during branch visits to different locations to discuss compliance and regulatory aspects 7. Team development Monitor the development of new joiners by checking the training progress completion of modules etc. Design a feedback mechanism along with HR for employees to understand their queries by creating a survey Participate in staffing and recruitment process to identify the right talent at senior positions within the function Establish individual performance expectations and regularly review individual performance of the team Identify and create development opportunities training induction sessions for team members to enhance functional knowledge Engage in rewards & recognition activities while visit to specific territories * Duties and Responsibilities - Review various factors (like payouts debt management services amounts incentives given to FOS cost of living in a city) to ensure alignment of incentive design with desired targets achievement of higher incentives by employees and retention of desired manpower 8. Legal coordination Identify the cases which require legal actions to be undertaken and refer those cases to the legal team Oversee and step in to get prioritization and adequate attention from legal team to ensure quick resolution of cases Conduct joint visits along with legal representatives and own team member in order to oversee coordination 9. Comply with Regulatory requirements Ensure Code of Conduct is formulated and clearly downloaded to grass root level. To have regular check points in place to ensure the same is being followed. To ensure Customer Complaints are nullified by ensuring proper training to all frontend team members. Review reasons for complaints from customer and ensure timely action on same. * Duties and Responsibilities - MAJOR CHALLENGES (Challenges faced on an on-going basis in carrying out the job.) Manage Debt Management Services portfolio in very dynamic and high sales growth environment therefore projections and resource allocations must be accurate to deliver on metrics Attrition is high as agents keep moving between firms and maintaining pipeline of good vendors is critical System integration issues between firm and vendors/partners as due IT security policies. Budgetary constraints from finance team in terms of hiring extra manpower 5. DECISIONS (Key decisions taken by job holder at his/her end.) Decisions made by job holder Following decisions are taken by the role: Decisions on vendor payout within the budget Decisions on spreading allocations between Field/Centralized and Hubcon. This includes number of days to be retained in each of these basis continuous and daily review on performance. Decisions on actions on dealer s basis delinquency and payment behavior. Decisions on continuity of multi-location vendors basis process/Compliance and performance trends All decisions related to manpower budgeting employee incentives and structural changes Designing Performance Pay policies. 6. INTERACTIONS (Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job.) Internal Clients Roles you need to interact with inside the organization to enable success in your day to day work Debt Management Services COE: to understand trends and triggers of metric of different geographies and aligning them with company requirmeentsrequirements HR: to discuss training needs of employees and attrition ratesin cases of attrition Risk team: to understand risk metrics of troubled markets for timely action Business heads: to understand the growth prospects to assess manpower for Debt Management Services Administration team: to gather support while setting up a new branch Finance team: to present the budgets for the vertical , * SKILLS AND KNOWLEDGE Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent). Educational Qualifications a) Qualifications Post Graduate Masters in Business Administration(preferred) b) Work Experience Minimum 10 years of work experience Minimum of 8 years of experience in managing unsecured lending Debt Management Services is a must Knowledge of vendor management Complete knowledge on Loss Management Good Inter-personal skills

Keyskills :
salesfront endbusiness developmentretailmarketingtargetcode of conduct