National Collection Manager - Banking/Financial Services

National Collection Manager - Front End Collection Management - Telecollection

- Organization is centralizing all Retail products including HFC, Digital & Retail businesses Front-end Collections together. This will improve the focus on this bucket getting efficiencies on cost and performance. With this, we intend to increase our front-end bucket resolutions from the current levels. This will be the primary lever on ECL saves for.

- Across products, the collections approach is to drive resolutions primarily through Tele-Calling & Field pick-up vendors. From an ECL standpoint, it is imperative that we deliver 94-95% resolutions in the first bucket. The NCM will have a vintage of years in managing Front-End buckets of large financial institutions, with strong Retail expertise.

- The NCM will liaison with Business heads, Policy & Risk Teams for periodic improvement on business quality.

- With proposed Retail Expansion, consolidated focus is required to give business a substantial results in the front-end bucket and will be driven by the role holder.

- Implement segmented collection strategies for habitual defaulters based on 18 months trend analysis of payment pattern, mode of payment and frequency to delinquency. This helped in curbing the flow of habitual defaulters and reduces field allocations.

- Improved collections of impaired assets by improvising on the implementation various collection tools and treatment of accounts in the customer life cycle within the preview of collections process.

- Spearheaded an in-house review process to surface issues on policy, procedures or product that acts as a road block on improving customer experiences or collection, the CFT would include product marketing, IT, CSD and MIS team.

- To improve customer relationship and to retain business, cross sell and Gold Loan renewal projects were launched, this helped in improving customer loyalty thus having a positive impact on Risk.

- Communication strategy based on customers payment behavior was implemented which helped in early bucket collections.