Deputy Manager - Agency Management, Collection Field West

About the role

SBI Card is a leading pure-play credit card issuer in India, and this Deputy Manager - Agency management, Collection Field West role is based in Indore, India. The role manages all collections processes for an allocated portfolio, driving resolution, normalization, rollback/absolute recovery, and ROR targets. Day-to-day work includes allocating portfolios to vendors/NFTEs, reviewing performance, formulating incentive plans, conducting field visits, ensuring compliance and data security, and handling customer complaints.

What you’ll do

• Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on 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 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 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

What you’ll bring

• Overall experience of 3-7 years with relevant team handling/domain experience of 2-5 years
• Post-Graduate or Graduate in any discipline
• Credit Card knowledge along with good understanding of Collection Processes
• Analytical Ability
• Stakeholder Management
• Problem Solving
• Result Orientation
• Process Orientation

Skills

Benefits

• Robust wellness and wellbeing program to support mental and physical health
• Well curated bouquet of rewards and recognition program
• Inclusive Health Benefits including Medical Insurance, Personal Accidental, Group Term Life Insurance, Annual Health Checkup, Dental and OPD benefits
• Comprehensive learning & development framework for overall employee development

Education

Post-Graduate / Graduate in any discipline