Senior Manager

SBI Card; Chandigarh; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Wellness program

Rewards program

Diversity & inclusion

Health benefits

Job summary

SBI Card is seeking a senior professional to lead portfolio resolution, norm, rollback, and extraction/absolute recovery through a network of agency managers and collection vendors. The role focuses on optimizing vendor capacity, legal interventions, and risk controls to improve portfolio health.

You will monitor critical metrics, ensure compliance with guidelines, and drive performance across multiple markets, leveraging Collect24 and related tools to document activities and results.

Qualifications

• Credit card knowledge and understanding of collection processes.
• Experience in portfolio resolution and recovery metrics.
• Ability to oversee vendor performance and drive results.

Responsibilities

• Devise vendor allocation strategy for the CD/region and scale capacity.
• Ensure appropriate legal interventions on the portfolio.
• Review performance metrics with vendors and area collection managers.
• Oversee hardship tools usage and settlement waivers per policy.
• Conduct field visits and document interactions in Collect24.
• Raise early alerts on portfolio deterioration and fraud per guidelines.
• Ensure compliance and process hygiene at partner agencies.
• Close customer complaints within defined timeframes.
• Onboard/offboard/renew vendors with proper due diligence.

Skills

Credit card knowledge

Analytical ability

Stakeholder management

Problem solving

Result orientation

Process orientation

Collection processes

Education

Post-Graduate / Graduate in any discipline

Tools

Collect24 system

Job description

About Us

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.

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 delivering on business metrics of portfolio resolution, norm, rollback and extraction/absolute recovery and ROR as per business operating plan through a team of Agency managers and Collection Vendors.

Role Accountability

1. Devise vendor allocation strategy for the CD/region and ensure appropriate capacity addition basis future business inflows in line with ACR guidelines
2. Ensure adequate legal interventions on the portfolio
3. Ensure various critical segments as defined by business are reviewed and performance is driven on them
4. Conduct regular performance review with Vendors and Area collection managers for all critical metrics to track the portfolio health and performance trends
5. Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value
6. Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers
7. 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
8. Reinforce compliance standards with area collection managers and vendors to drive adherence to code of conduct
9. Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies
10. Ensure all customer complaints received are closed within time frame
11. Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating
12. Ensure monthly cost provisions are reported as per timelines
13. Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes
14. In cases pertaining to Banca delinquencies, collaborate with partner bank branches in respective locations to track customers

Measures of Success

1. Portfolio Coverage
2. Resolution Rate
3. Normalization/Roll back Rate
4. Settlement waiver rate
5. Absolute Recovery
6. Settlement waiver rate
7. Extraction Rate
8. ACM CAPE
9. ROR
10. Regulatory Customer complaint %
11. Vendor SVCL Audit adherence
12. 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