Regional Recovery Manager - Banking

Job Purpose:

- You will own and manage collections recoveries operations at a regional level for Prefr's digital PL portfolio. You will be accountable for three key metrics within your region - achieving ROR for your region, managing costs within set guardrails and ensuring implementation of the governance framework and model within the region This role focuses on optimizing recovery efforts, managing teams and agencies, and ensuring that recovery targets are met while maintaining adherence to organizational policies and guidelines.

What you will do:

1.Regional Management

- Operational Leadership: Manage recoveries operations across a defined, ensuring that collection processes are adhered to and targets are met.

- Team Management: Lead and develop a team of ACms and CMs, providing training, coaching, and performance management to ensure effective collections.

2. Performance Management

- Target Achievement: Drive the zonal team to achieve ROR collection targets and metrics,

- Cost Management: Monitor and control costs associated with collections operations, ensuring they stay within budgetary constraints.

3. Agency Management

- Agency Coordination: Manage relationships with external collection agencies, ensuring they adhere to organizational standards and deliver the required outcomes.

- Agency Performance: Evaluate agency performance regularly and address any issues to improve efficiency and effectiveness.

4. Process Adherence

- Collection Processes: Ensure that all collection processes, including account allocation, visit schedules, and reporting, are followed accurately and timely.

- Governance and Compliance: Oversee adherence to governance processes, ensuring that all activities comply with organizational policies and regulations.

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. Contactibility 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 recoveries for the region being hired for

- Candidates should have a strong understanding of the relevant region - 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 at least 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 10K+ accounts

- Managed team sizes of 25+ members

- Candidate has clearly demonstrated the ability to manage a team of 25+ members (including RCMs/ACMs+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

Bounce Rates:

- Understand how bounce rates impact collections and how they are calculated.

- Ask about strategies to reduce bounce rates and improve contactability.

ROR:

- Know how ROR affects the efficiency of collections.

- Evaluate their approach to managing and improving ROR in collections processes.

Loss Metrics:

- Discuss their familiarity with metrics like charge-offs, recoveries, and delinquency rates.

- Inquire about their strategies to minimize losses and manage high-risk accounts.

2. Collections Strategies

Tracing:

- Ask about their methods for locating non-contactable customers.

- Explore their experience with various tracing techniques and tools.

Legal Options:

- Assess their knowledge of legal strategies for debt recovery, including lawsuits, settlements, and other legal actions.

- Discuss how they decide when to pursue legal action versus other collection methods.

Data-backed decision making:

- Ask the candidate to describe a situation where they faced a significant problem, such as a sudden drop in resolution rates, and explain how they used data to diagnose and resolve the issue.

- Evaluate their approach to tracking key metrics and using data to drive decisions