Receivables Management Deliver on crucial portfolio indicators like flow rates, 30 plus/ 90 plus delinquency, GCL/ Recoveries as per targets set and effective inventory management.
Review allocation and provide guidelines on field / referral allocation to ensure optimum results.
Ensure productivity bench marks set in terms of ACR/ allocation value for HDFC Bank Staff is within the productivity norms.
Monitor and review the collections team under your purview to achieve set targets.
Design review mechanisms to track effectiveness of referral and out sourced units and streamline gaps between the benchmarks and the achieved productivity Money collection % and settlement caps for various buckets to be met as per prescribed standard.
Monitor and review periodically on the inventory & stock movement at the yard.
Ensure that the allocation for the month is updated in the web-collections within stipulated TAT.
People Management Motivate out sourced teams handling telecalling and field support to drive effective usage of collection tools while minimizing attrition and achieving productivity bench marks set Ensuring coverage of portfolio allocated to various channels and adequate churn through tolls available to prevent loss of opportunity.
Groom man power for excepting bigger challenges/ higher responsibility to prevent any set back in the face of crisis Facilitate and monitor recruitments with a clear objective of future requirements.
Regular communication of job roles and KRA for team members and offer adequate guidance/ clarity on the same.
Monitor staff late sitting/ holiday working with productivity parameters set by the team.
Align the team to the Unit's objective for achievement of the set resolution/ roll back and motivate them towards achievement of the same.
Encourage communication across teams and inculcate best practices across buckets.
Communicate significance of high integrity/ morale within the team and educate on staff accountability and its relevance Process Management Allocation / Settlements / Call recording solution Ensure that the SOM and referral allocation are managed effectively towards a less than the optimum % of variance in reallocation as approved by the seniors.
Ensure allocation is uploaded in system within stipulated time frame without any overlap or gaps.
Ensure that the settlement letter issuance and settlement closure is tracked and closed in the system by the collection manager as per process guidelines.
Ensure 100% compliance to call recording and call tagging for all out bound collection calls and closure of system issues on call recording system (Call disposing) without any delay at the vendor place.
Supervisory review report to be updated in the collection system.
Repo & Sale Process Monitor & review the repossession process followed by the vendor and collection manager against the guidelines specified.
Ensure that the CLM is adequately informed of the consequences of the non-adherence to repo process & sale process mandated Ensure that the repo-kits beyond stipulated TAT is tracked by the collection manager effectively.
Ensure that the escalations arising out of repossession / sale of repossessed vehicles are handled appropriately within the stipulated TAT.
Ensure that the process of recovering & maintaining the RC books of repo vehicles is strictly adhered and updated in system as permanent remark.
Ensure periodic review of repo and details of registration certificate of the vehicles repossessed are inline and updated to the bank within stipulated TAT.
Vendor & Yard Process Management / ID Cards / Receipts / Cash Deposit Review and monitor the vendor bills pending for more than 30 days for bill initiation to central process team and 60 days for processing from confirmation of bill from the central process team.
Ensure that the FE id card issues are managed effectively through the collection manager.
Ensure that the receipt management including receipt recon, sighting of unused receipts and completion of lost receipt formalities is effective.
Ensure that the payment picked up by the agencies is deposited to the loan account adhering to the stipulated cash TAT.
Ensure that the validation of cancelled receipt is done by the respective collections managers under your supervision as per process prescribed Vendor Management Ensure that the team maintains the accuracy of documentation for vendor empanelment without any discrepancy both pre-sign off and post sign off which includes effective liaison with the vendor / Central process / Risk control unit.
Ensure that the tracking of closure of invoice from the legal / collection vendor and central team involving validation of hard copy of bills and sign off s from various levels in it.
Ensure that the NOC (prescribed format) from the vendor is submitted and acknowledged post the bills are processed.
Regular review/ feedback to vendors on Hygiene items like cash tat, back calling, receipt recon etc to ensure there are no process gaps.
Relationship management with the vendor with a review to de- risk portfolio and reduce dependence Ensure compliance from the vendors on laid down processes.
Vendor report card to high light standings on DRA certification and PV.
Monitor performance of agencies and address performance deficiencies.
Training & Development Ensure organizational/ HR inductions are done for all the new recruits of the functional unit.
Emphasize on the significance of training programs for team to sharpen their skill sets and recognise their areas of strength/ improve on weakness to increase efficiencies.
Hold regular feedback sessions with team members and communicate their areas of improvement at periodic intervals.
Ensure regular training sessions are conducted for team members to re- emphasize the unit's goal with training programs designed to strengthen their weak aspects.
Groom and educate the team on escalations and regulatory norms to ensure the team is updated on sensitive areas and takes conscious steps to reduce escalations.
Training programs to be done monthly and all employees to be covered for minimum man hours every quarter.
Should possess good communication skills
Good leadership quality and molding and supporting the team for desired results as per management expectations
Should possess good presentation skills
Should take initiatives and be multi-tasking
Should be good on follow up and accomplishment of targeted achievements
Should be adaptable to change as per requirements
Should have good negotiation skills
Should have good analytical skills.