Collections Manager Cards

Role & Responsibilities

The incumbent will be responsible for managing the collections portfolio through outsourced agencies or direct agents to ensure high performance across key collection metrics such as Resolution Rate, Roll-back Rate, and Normalisation Rate for assigned buckets. In the case of NPA or Charged-off portfolios, the focus will be on achieving the desired Rate of Recovery (RoR).

Key Responsibilities

• Target Achievement:
• Meet or exceed assigned targets related to Resolution, Roll-back, and Normalisation rates for the assigned bucket.
• For NPA/Charged-off portfolios, achieve the designated Rate of Recovery (RoR).
• Daily Collection Monitoring:
• Track and manage daily collection activities at agent and account levels to maintain required collection run rates.
• Performance Management:
• Ensure agents meet productivity benchmarks in line with targets.
• Drive performance improvement initiatives.
• Regulatory Compliance:
• Adhere strictly to regulatory guidelines and ensure compliance in all collection operations.
• Code of Conduct and Process Compliance:
• Uphold the bank's Code of Conduct (CoC) and follow all prescribed processes meticulously.
• Call Quality Management:
• Ensure call quality meets defined standards and maintain continuous monitoring for improvements.
• Strategy Execution:
• Implement the assigned collections strategy effectively.
• Adapt and enhance field collections strategy based on daily performance insights.
• Payment Handling:
• Ensure timely collection and accurate deposition of payments with no process deviations.
• Vendor & Capacity Management:
• Maintain adequate agency capacity as per Approved Collection Ratios (ACRs).
• Oversee hiring, training, and upskilling of field executives.
• Invoice Processing:
• Ensure timely and accurate processing of vendor invoices.
• Agency Compliance and Audit:
• Maintain a compliance culture across agencies.
• Conduct regular documentation checks, audits, performance reviews, and InfoSec compliance.
• Technology Utilisation:
• Ensure effective use of collection software and mobile apps.
• Accurately capture allocations, action trails, and outcomes in the system.
• Customer Experience:
• Maintain a positive customer experience by minimizing complaints and resolving them promptly and effectively.