Deputy Manager - Agency Management

SBI Card; Lucknow; On-site; INR 800,000 - 1,100,000; Full time

Benefits offered by this job

Wellness program

Rewards program

Inclusive culture

Gender neutral policy

Health benefits

Job summary

SBI Card is seeking a skilled Collections Manager to oversee all collection processes for the assigned portfolio in Lucknow. You will coordinate with field executives, NFTEs and external vendors to meet recovery targets.

The role requires strong analytical abilities, stakeholder management, and strict adherence to data security and compliance guidelines. Prior experience in credit card collections and experience with Collect24 is preferred.

Qualifications

• Credit card knowledge and understanding of collection processes.
• Experience with field collection activities and vendor management.
• Strong analytical and problem-solving skills.
• Ability to maintain data security and compliance.

Responsibilities

• Allocate portfolios to vendors and monitor performance.
• Formulate short-term incentive plans for NFTEs.
• Review critical segments and drive performance.
• Ensure adherence to settlement waivers and compliance.
• Document field visits and customer interactions in Collect24.
• Raise red flags for deteriorating portfolio health.
• Ensure data security and timely closing of customer complaints.
• Onboard/offboard/renew vendors with proper formalities.
• Monitor NFTE CAPE as per collection strategy.

Skills

Credit card knowledge

Collection processes

Analytical ability

Stakeholder management

Problem solving

Result orientation

Education

Post-Graduate / Graduate in any discipline

Tools

Collect24 system

Job description

About Us

SBI Card is proud to be an equal opportunity inclusive employer and welcome employees without any discrimination on the grounds of race, color, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

What s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning development framework

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

1. Analytical Ability
2. Stakeholder Management
3. Problem Solving
4. Result Orientation
5. Process Orientation

Qualification

Post-Graduate / Graduate in any discipline

Preferred Industry

FSI

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.