Assistant Manager

SBI Card; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

SBI Card is looking for a professional to manage collections processes related to allocated portfolios, ensuring compliance with guidelines and driving performance through effective vendor management.

The ideal candidate should possess credit card knowledge and analytical skills, with a postgraduate or graduate degree in any discipline preferred. Responsibilities include overseeing field visits, closing customer complaints, and maintaining data security.

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Qualifications

• Credit Card knowledge with good understanding of Collection Processes.

Responsibilities

• Manage collections processes for allocated portfolio.
• Conduct ongoing reviews to drive performance.
• Ensure customer complaints are closed within time frame.

Education

Post-Graduate / Graduate in any discipline

Job description

Role Purpose

Responsible for the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR.

Role Accountability

1. Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers
2. Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR
3. Ensure various critical segments as defined by business are reviewed and performance is driven on them
4. Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value
5. Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers
6. Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines
7. Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies
8. Ensure 100% data security using secured data transfer modes and data purging as per policy
9. Ensure all customer complaints received are closed within time frame
10. Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating
11. Ensure agencies raise invoices timely
12. Monitor NFTE ACR CAPE as per the collection strategy

Measures of Success

1. Portfolio Coverage
2. Resolution Rate
3. Normalization/Roll back Rate
4. Settlement waiver rate
5. Absolute Recovery
6. Rupee collected
7. NFTE CAPE
8. DRA certification of NFTEs
9. Absolute Customer Complaints
10. Absolute audit observations
11. Process adherence as per MOU

    Technical Skills / Experience / Certifications

    Credit Card knowledge along with good understanding of Collection Processes

    Competencies critical to the role

    • Analytical Ability
    • Stakeholder Management
    • Problem Solving
    • Result Orientation
    • Process Orientation

    Qualification

    Post-Graduate / Graduate in any discipline

    Preferred Industry

    FSI