Collection Manager-PL/BL

Company

HDFC Bank is one of India's premier banks providing a wide range of financial products and services to over 43 million customers. Promoted by Housing Development Finance Corporation (HDFC), India's leading housing finance company, HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian Bank"​. With a single-minded focus on product leadership, customer focus and operational excellence, the bank has accomplished this, emerging as a leading player in all its business segments. From a full range of products to the sheer convenience of their delivery, HDFC Bank today has made significant strides in the banking space. It was recognized as India’s Most Valuable Brand for 5 consecutive years in a study conducted by Kantar, a research agency of the WPP group.

Job Role: Collection Manager-PL/BL

Job Purpose:

• Deliver on significant portfolio indicators and maximise resolution/ roll backs/ normalization and influence reduction in bucket inventory by enhancing performance.
• Be the executor of collection strategies implemented by the ACLM/RCLM/Centre Head.
• To ensure that all laid down processes are adhered to without any deviations. Have checks and balances to ensure smooth process adherence.
• Liaison with other functions and departments viz. Sales, Credit, Operations, RIC

Key Roles & Responsibilities:

Receivables Management-

• Manage and deliver monthly performance in terms of resolution, roll backs as per the target set for the assigned portfolio
• Review field follow-up for the portfolio managed towards achievement of target set
• Effectively address disputes, expired etc cases to prevent any probable escalation and highlight sensitive accounts to Supervisor to prevent the same
• Ensure trails updates are recorded in web-collections for follow-up on skip marking, deceased specifically apart from follow-up on normal portfolio
• Ensuring timely allocation and field follow-up

Agency Management-

• Monitor the agency / field executive’s performances periodically.
• Ensure that the agency resources are optimally used wrt the number of visits, contacts, PTP conversion ratio etc.
• Ensure compliance from the vendors on laid down processes
• Ensure 100% compliance of critical items like DRA certification / police verification etc.
• Code of conduct to be followed by the vendor across aspects of field and tele calling
• Ensure that calls are made on the portfolio thru recorded lines during the month at the agency and field visit updates are available in the web-collections. Call recordings have to be validated and updated in the visit report submitted to the agency

HDB Management-

• Management of referral vendors
• Providing adequate data support to HDB staff
• Visiting HDB office regularly
• Visiting pick up agencies to check process monthly

Fee Collections

• Collecting penalty charges to offset cost of collections
• Work with HDB for Live cases
• Drive agencies for Matured cases
• Manage digital vendors

Process Management

• All Banks process to be adhered to in totality in Unitvperformance
• Cash deposit process including monitoring TAT takenvby agencies to deposit money collected
• Receipt Management – including receipt recon,sighting of unused receipts, completion of lost receipt formalities
• Settlement process involving issue of settlement letters to be in line with approvals received.
• Manage escalations and ensure resolution of all cases
• Training programs to be done monthly and all employees to be covered for minimum man hours every quarter
• Ensure no wrong posting of payments
• All vendor bills are processed within 30 days of work and no vendor bill is left unprocessed for 60 days at any given point of time
• Closure of hygiene calls in TAT
• Adherence to all the internal and regulatory process requirements