Agency Manager Collections

Olyv, Inc.; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Olyv, Inc. is seeking a dedicated professional in Bengaluru to manage portfolio performance through Collections executives. The role involves formulating strategies for collections, identifying critical segments, ensuring compliance, and conducting performance reviews. The ideal candidate should have a Post-Graduate/Graduate degree and 3-5 years of experience in retail consumer finance collections. Successful candidates will drive portfolio treatment implementations and ensure customer satisfaction while adhering to compliance policies.

Qualifications

• Minimum 3-5 years post-qualification experience.
• At least 3 years in retail consumer finance Collections function.

Responsibilities

• Manage portfolio performance through a team of Collections executives and callers.
• Formulate collection strategies based on market dynamics.
• Identify critical/non-performing segments and apply legal tools.
• Conduct regular performance reviews with vendors and supervisors.

Skills

Portfolio management

Collection strategies

Vendor management

Compliance adherence

Customer service

Education

Post‑Graduate/Graduate in any discipline

Job description

Responsibilities

Manage portfolio performance through a team of Collections executives and callers, in line with operating and process plan.

• Ensure appropriate infrastructure and resource availability in vendors to carry out collections as per operating plan
• Formulate collection strategies for the dpd basis as well as per market dynamics, portfolio spread/segmentation and business requirements
• Identify critical/non‑performing segments and ensure appropriate legal hardship tools are applied to them for satisfactory resolution
• Conduct regular performance review with all vendors, Agency supervisors & callers for all critical metrics to track portfolio health and ensure healthy process
• Monitor field collections by bucket/vintage/region to ensure cost adherence in operations and achieve cost efficiencies
• Ensure adherence to Compliance Policy, Collections processes and Audit requirements, Code and conduct and maintaining standards to achieve customer satisfaction
• Ensure proper recourse mechanism is followed to resolve customer complaints in a timely and satisfactory manner
• Ensure 100 % coverage of cases of allocated
• Ensure monthly cost provisions are reported to Finance team as per timelines
• Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes; Raise timely red flags on sourcing quality in new markets ensuring portfolio hygiene
• Participate strategically and tactically in development and implementation of portfolio treatments to maximize collection for the portfolio and increase resolution/extraction
• Perform peer benchmarking to create competitive infrastructure and deliver best in class performance on key metrics such as Credit Recovery as a percentage of Principle Credit Charge Offs, Gross write‑off Settlement loss rates, rate of recovery

Measures of Success

• GNPA (Gross non‑performing asset) Rate and Value
• 3.30+ and 90+ Delinquency rate
• Write‑off Recovery rates: GWO (Gross write‑off), Cost of collection, Settlement waiver rate, Absolute Recovery, ROR, Absolute recovery/ACM, Regulatory Customer complaint %, Process adherence as per MOU

Qualifications

Post‑Graduate/Graduate in any discipline.

3‑5 years post‑qualification experience.

3+ years in retail consumer finance Collections function.