Assistant Manager - Agency Management, Recoveries North
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Key skills for this role
Role Overview
Manage all collections processes for an allocated portfolio within the assigned CD or area.
Drive resolution, normalization, rollback, absolute recovery, and ROR performance against set targets.
Key Skills for This Role
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About SBI Card
SBI Card is a credit card issuer in India focused on digital payments, customer convenience, innovation, and employee development.
The company describes its workplace as inclusive and supportive of employee wellbeing, learning, and recognition.
What’s In It For You
- Work-life balance and wellness programs supporting employees’ mental and physical health.
- Rewards and recognition programs.
- Medical, accidental, life, annual health checkup, dental, and OPD benefits.
- Learning and development opportunities through a comprehensive framework.
Role Purpose
Manage all collections processes for an allocated portfolio within the assigned CD or area.
Drive resolution, normalization, rollback, absolute recovery, and ROR performance against set targets.
Role Accountability
- Allocate portfolios to vendors and NFTEs and conduct reviews to drive business performance.
- Create short-term incentive plans for NFTEs to increase productivity and drive DRR.
- Review critical portfolio segments and drive performance.
- Ensure appropriate use of hardship tools and adherence to settlement waivers.
- Conduct field visits on critical accounts and document visits and customer calls in Collect24.
- Escalate portfolio deterioration, fraud indicators, and critical incidents under compliance guidelines.
- Maintain agency process hygiene and adherence to SVCL guidelines.
- Ensure secure data transfers and data purging according to policy.
- Close customer complaints within required timeframes.
- Conduct vendor due diligence for onboarding, offboarding, and renewals.
- Ensure agencies submit invoices on time.
- Monitor NFTE ACR CAPE and collection strategy performance.
Technical Skills, Experience, and Certifications
- Credit card knowledge and a good understanding of collection processes.
Critical Competencies
- Analytical ability.
- Stakeholder management.
- Problem solving.
- Result orientation.
- Process orientation.
Qualification and Preferred Industry
- Postgraduate or graduate qualification in any discipline.
- Financial services industry experience is preferred.
Measures of Success
Portfolio coverage, resolution rate, normalization or rollback rate, settlement waiver rate, absolute recovery, and rupees collected.
NFTE CAPE, DRA certification of NFTEs, customer complaints, audit observations, and process adherence as defined by the MOU.
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