Collection Manager _ Delhi Chennai

Job Title

Collections Manager

Department

Risk - Collections

Location

Gurgaon

Grade

AM / DM / MANAGER/SENIOR MANAGER

Reporting To

Telecalling Head

Number of incumbents in the role currently

1

Reporting Relationship

None

Ø  Process Orientation-self-discipline to adhere to laid down business, regulatory processes.

Ø  To manage all activities related to outsourced collection vendor wrt. collection across products.

Sr.

Key Responsibilities

% Importance of Responsibility

% Time Consumed

1

To manage all activities related to collection/recovery of outstanding and over dues.

Overall

Overall

2

To drive productivity amongst tele-callers to achieve goals

10

10

3

To deliver on the financial parameters of the organization.

55

55

4

To drive and manage vendors for courier pickups and field referrals.

10

10

5

Will be within cost budgets for the buckets under tele- calling

5

5

6

Will ensure Agency Quality Audit Scores delivery as per benchmark

Monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level.

10

10

7

People Management - To ensure Training of tele-callers and COC adherence by tele-callers

5

5

8

Will support Customer Service on minimizing defective calls, on maximizing CEM scores and ensure TAT
on escalated cases

5

5

Qualifications

Essential

Graduate/Post graduate having relevant collection experience

Experience