Deputy Manager - Agency Management, Collection Field West

About the role

SBI Card, a leading pure-play credit card issuer in India, is hiring a Deputy Manager - Agency management, Collection Field West based in Pune, India. The role manages all collections processes for an allocated portfolio across a CD/Area, driving resolution, normalization, rollback, absolute recovery, and ROR targets. Day-to-day work includes allocating portfolios to vendors/NFTEs, reviewing performance, formulating short-term incentive plans, conducting field visits, ensuring process and data security compliance, and closing customer complaints. The position requires overall experience of 3-7 years with 2-5 years of relevant team handling/domain experience.

What you’ll do

• Manage all collections processes for the allocated portfolio in the assigned CD/Area against targets for resolution, normalization, rollback/absolute recovery, and ROR
• Conduct timely allocation of portfolio to aligned vendors/NFTEs and 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 critical business segments are reviewed and performance is driven on them
• Ensure judicious use of hardship tools and adherence to settlement waivers on rate and value
• Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 of all field visits and telephone calls to customers
• Raise red flags timely based on deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents per compliance guidelines
• Ensure adherence to SVCL guidelines and process hygiene at aligned agencies, and ensure 100% data security using secured data transfer modes and data purging as per policy

What you’ll bring

• Post-Graduate or Graduate in any discipline
• Overall experience of 3-7 years
• Relevant team handling/domain experience of 2-5 years
• Credit card knowledge with good understanding of collection processes
• Analytical ability
• Stakeholder management
• Problem solving
• Result orientation and process orientation

Skills

Benefits

• Robust wellness and wellbeing program supporting mental and physical health
• 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 and development framework

Education

Post-Graduate / Graduate in any discipline