Regional Manager - Collections

Every company will be a fintech company. Ever since we began our journey in 2013, our aim has been to enable credit for every possible earning individual. Like payments, which have become digital, embedded & ubiquitous in the last 8 years, credit too will become a ubiquitous instrument for a consumer/business owner to transact for various purchases whether it is a vanilla Term Loan to consumer financing to working capital finance. And we are at the forefront of this shift.

- We are one of the top-rated AI companies in India, build credit scores, alternate data products using multiple data sources, and operate as "SAAS" for 50+ clients across the banking and tech industry.

- We are technology first, customer first and build products that help us give asymmetric scale.

- We launched embedded credit in 2020 under the brand name Prefr where we deeply embed our solution within a large online distribution platform at the time of the transaction for consumers via Personal Loan/Consumer Loan

- We have embedded our solution with over 30 partners.

- Our current annualized disbursals as of FY 2023 stand at ~$200mn.

- Our team comes from a variety of backgrounds: Experts from NBFC, Bureaus, Banking, Technology, ex-entrepreneurs, co-located, PAN-India, diverse.

Infocredit Services Private Ltd

Role: Regional Collections Manager

Locations: UP (Lucknow) / TN & Kerala(Chennai) / AP & Telangana(Hyderabad / Karnataka (Bengaluru) / Maharashtra (Pune, Mumbai)

Experience Required: 8+ years

Job Purpose:

You will own and manage collections operations at a regional level for Prefr's digital PL portfolio. You will be accountable for two key metrics within your region delivering resolution targets across the buckets you manage and managing costs within set guardrails

What you will do:

Broader responsibilities:

- Train and coach the collections team for effective collections within the specified geography

- Drive your regional collections teams to deliver on collections targets

- Manage agencies to drive outcomes and ensure costs are managed within targets for your region

- Ensure your team and agencies are operating within Prefr's code of conduct guidelines Functional responsibilities:

- Ensure adherence to collection processes within your region - timely account allocation within expected TAT, teams and agencies are working set hours and doing planned visits (# and on time)

- Ensure adherence to governance processes within your region - getting team to dispose visits on field app, take ownership of proper reporting of input and output metrics for your region, ensure team members and agencies are operating within code of conduct guidelines.

- Lead the implementation of various collections strategies for your region across various buckets and within Call center & field

- Onboarding agencies as per Prefr's SOP

- Managing agency relationships on an ongoing basis to ensure agencies are delivering outcomes and adhering to Prefr's code of conduct guidelines

- Ensure your region is managed in a cost effective manner, be responsible for ensuring costs are within expected guardrails

- Ensure your region is managed in a well planned manner across holidays, one time events etc.

Horizontal responsibilities:

- Proactively raise red flags and challenges on issues within your region - related to capacity shortage, attrition, upcoming local challenges etc.

- Be proactive in providing feedback to central strategy and policy teams on pool specific challenges - for ex. Contactability challenges, Geographical challenges etc.

- Provide recommendations to the strategy team on how our processes could be improved across for ex. capacity management, agency management, communication etc.

- Play an active role in hiring for the company - both for your own region and other regions as well

Success metrics:

- Drive key processes to deliver on resolutions numbers for your specific region

- Drive key processes to ensure costs are within targets for your region

- Participate and provide feedback/inputs to strategy team to shape strategies for your region (and potentially PAN india)

- Play a key role in conducting interviews and hiring resources for your region and potentially PAN India

- Play a key role in ensuring 100% process adherence and code of conduct adherence for your region

Must haves:

Strong understanding of specific geography being hired for:

- Candidates should have experience in managing the geography being hired for : ex. RCM for Mumbai should be a candidate with experience handling Mumbai pool, RCM for Tamil Nadu should have experience handling Tamil Nadu pool

- Candidates should have a strong understanding of the relevant geography - profile of customers within local districts, good and challenging pincodes in terms of risk etc.

- Candidate is knowledgeable about agencies that operate within the specific geography

- Candidate should speak the local language Experience managing pool sizes of 10K+ unsecured accounts:

- Candidate should have managed atleast a pool of 10K+ unsecured PL accounts on the field

- Candidate has demonstrated the ability to manage internal and agency teams to drive resolution outcomes on a pool size of 5K+ accounts

- Candidate has clearly demonstrated operation execution capability on driving outcomes on a 5K+ pool Managed team sizes of 15+ members

- Candidate has clearly demonstrated the ability to manage a team of 15+ members (including supervisory + junior manager layers) and deliver collections outcomes

- Candidate has ability to motivate team to deliver numbers by being tough

- At the same time candidate is able to retain talent within organization

Relationship management experience:

- Candidate has experience managing relationships with large size agencies (that work with fintechs, NBFCs, Banks)

- Candidate has demonstrated evidence of driving agencies to deliver outcomes by ensuring appropriate resource management at agency end Strong understanding of collections business

- Candidate has basic understanding of key collections metrics including bounce, flow rates and loss metrics

- Candidate understands collections levers and strategies including settlements, various legal options, pool referral strategy, options to trace non-contactable customers

- Candidate understands basic call center metrics like intensity, contact rates, PTP rates etc.

Data-backed decision making

- Has strong bias to being data driven - knows key numbers and metrics for their region, has demonstrated evidence of tracking key numbers for their region

- Leans towards leveraging data to diagnose and solve issues for their region (staysaway from being anecdotal).