Deputy Manager - Agency management, Collection Field West

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

Job summary

SBI Card in Bengaluru seeks a seasoned collections specialist to manage recovery across an assigned portfolio, driving performance with field executives, NFTEs and vendor partners. You will ensure timely allocation, monitor KPIs and apply compliant, customer-centric strategies to maximize absolute recovery.

You will implement incentive plans, review critical segments, safeguard data security, and document field visits and interactions in Collect24.

Qualifications

• Credit card knowledge along with good understanding of collection processes

Responsibilities

• Allocate portfolios to vendors/NFTEs and drive performance
• Formulate short-term incentive plans for NFTEs to boost productivity
• Review critical segments and ensure performance is driven
• Apply hardship tools and settlement waivers judiciously
• Document field visits and calls in Collect24 system
• Raise red flags for portfolio deterioration and frauds as needed
• Ensure SVCL guidelines and process hygiene at agencies
• Maintain data security and data purging per policy
• Close customer complaints within agreed timeframes
• Perform due diligence on onboarding/offboarding/renewing a vendor
• Ensure agencies raise invoices in time
• Monitor NFTE ACR CAPE per collection strategy

Skills

Analytical Ability

Stakeholder Management

Problem Solving

Result Orientation

Process Orientation

Education

Post-Graduate / Graduate in any discipline

Job description

JOB DESCRIPTION

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

About Us

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

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.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s In It For YOU

• 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
• Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
• Dynamic, Inclusive and Diverse team culture
• Gender Neutral Policy
• Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
• 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

• 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
• Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR
• Ensure various critical segments as defined by business are reviewed and performance is driven on them
• Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value
• Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers
• 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
• Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies
• Ensure 100% data security using secured data transfer modes and data purging as per policy
• Ensure all customer complaints received are closed within time frame
• Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating
• Ensure agencies raise invoices timely
• Monitor NFTE ACR CAPE as per the collection strategy

Measures of Success

• Portfolio Coverage
• Resolution Rate
• Normalization/Roll back Rate
• Settlement waiver rate
• Absolute Recovery
• Rupee collected
• NFTE CAPE
• DRA certification of NFTEs
• Absolute Customer Complaints
• Absolute audit observations
• 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