Senior Head - Debt Management Services - Rural

Job Description

* Duties and Responsibilities - PRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job.) 1. Debt Management Services strategy Develop and implement operating plan for the year and long-term strategy through AOP and LRP by aligning to the business direction to deliver on various bucket consumer product Debt Management Service targets Assess the AOP targets growth prospects and forecasted budget of businesses to decide the total manpower requirements and at different locations Prepare the overall budgeting for the vertical including manpower incentive and operating to share with finance team Interface with HR on capability building and training programs for employees for effective performance 2. Cost optimization Devise mechanism to enable optimization of costs through Debt Management Service of penal interest so to drive zero cost model such that penal interest is greater than total expenses (expenses is payment to Debt Management Service agencies plus incentives to FOS) Segregate the delinquent customers in different groups based on frequency of bounce times to assess the likeliness of repayment and assign appropriate resources for the same (like assigning case to call center for 1st time bounce or delinquent and harder cases to flow direct on field) which ultimately will save time and cost. Segregating portfolio into diff pocket as high Risk/ medium Risk/ Low risk and then pay accordingly to efforts required not one standard payout for all this helps us in cost optimization. 3. Functional review Monitor and review operational metrics like bucket-wise flow rates run rates with respect to assigned targets daily for all three verticals to ensure adherence to Debt Management Service targets Conduct a separate review call with concerned national managers and subordinates if targets are missed to understand the issue and suggest corrective actions Visit troubled markets to understand the ground level issues in detail and cover all the territories per quarter Present the metrics monthly to senior management and incorporate the feedback to align expectations and seek course correction required if any Monitor the efficiency and manpower strength in areas deteriorating in Debt Management Service trends (as per COE data) to take preventive actions like increasing/decreasing Debt Management Services officers in a geography proactively Design the incentive structures (monetary and non-monetary) for the team to encourage and motivate them for providing better flow rates. Interact with risk team/COE to analyze risk metrics of business performance in all especially troubled markets to analyze its impact on Debt Management Services (map the Debt Management Service buckets performance accordingly) 4. Stakeholder management Interface with business counterparts (both internal and external if any) on issue resolution process improvements training needs etc. to ensure alignment and providing better service * Duties and Responsibilities - 1. Debt Management Services strategy Develop and implement operating plan for the year and long-term strategy through AOP and LRP by aligning to the business direction to deliver on various bucket consumer product Debt Management Service targets Assess the AOP targets growth prospects and forecasted budget of businesses to decide the total manpower requirements and at different locations Prepare the overall budgeting for the vertical including manpower incentive and operating to share with finance team Interface with HR on capability building and training programs for employees for effective performance 2. Cost optimization Devise mechanism to enable optimization of costs through Debt Management Service of penal interest so to drive zero cost model such that penal interest is greater than total expenses (expenses is payment to Debt Management Service agencies plus incentives to FOS) Segregate the delinquent customers in different groups based on frequency of bounce times to assess the likeliness of repayment and assign appropriate resources for the same (like assigning case to call center for 1st time bounce or delinquent and harder cases to flow direct on field) which ultimately will save time and cost. Segregating portfolio into diff pocket as high Risk/ medium Risk/ Low risk and then pay accordingly to efforts required not one standard payout for all this helps us in cost optimization. 3. Functional review Monitor and review operational metrics like bucket-wise flow rates run rates with respect to assigned targets daily for all three verticals to ensure adherence to Debt Management Service targets Conduct a separate review call with concerned national managers and subordinates if targets are missed to understand the issue and suggest corrective actions Visit troubled markets to understand the ground level issues in detail and cover all the territories per quarter Present the metrics monthly to senior management and incorporate the feedback to align expectations and seek course correction required if any Monitor the efficiency and manpower strength in areas deteriorating in Debt Management Service trends (as per COE data) to take preventive actions like increasing/decreasing Debt Management Services officers in a geography proactively Design the incentive structures (monetary and non-monetary) for the team to encourage and motivate them for providing better flow rates. Interact with risk team/COE to analyze risk metrics of business performance in all especially troubled markets to analyze its impact on Debt Management Services (map the Debt Management Service buckets performance accordingly) 4. Stakeholder management Interface with business counterparts (both internal and external if any) on issue resolution process improvements training needs etc. to ensure alignment and providing better service Liaise with Debt Management Services COE to oversee the vendor (Debt Management Service agencies)onboardigtherefore projections and resource allocations must be accurate to deliver on metrics Attrition is high as agents keep moving between firms System integration issues between firm and vendors/partners as due IT security policies. Budgetary constraints from finance team in terms of hiring extra manpower 5. DECISIONS (Key decisions taken by job holder at his/her end.) Decisions made by job holder Following decisions are taken by the role: Decisions on vendor payout within the budget All decisions related to manpower budgeting employee incentives and structural changes 6. INTERACTIONS (Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job.) Internal Clients Roles you need to interact with inside the organization to enable success in your day to day work Debt Management Services COE: to understand trends and triggers of metric of different geographies HR: to discuss training needs of employees and in cases of attrition Risk team: to understand risk metrics of troubled markets Business heads: to understand the growth prospects to assess manpower for Debt Management Services Administration team: to gather support while setting up a new branch Finance team: to present the budgets for the vertical External Clients Roles you need to interact with outside the organization to enable success in your day to day work Vendors: to address the escalations and issue resolution 7. DIMENSIONS (Key numerical data which will reflect the scope and scale of activities concerning this job.) Financial Dimensions (These should be quantifiable numerical amounts.) Driving Debt Management Services across 8 00 000 +delinquent cases per month in FY 2hidden_mobile Forward flow i.e. 0.50% in Bucket X. ~INR 8 Cr/ month of revenue (through penalty) in FY 2hidden_mobile Loan loss management (restricted flows from bucket 2 i.e. 30% rollbacks from 3 to 5 buckets i.e. 4-5% of portfolio Accelerated collection in NPL and written off portfolio i.e. 0.80% to 1.00% ROR of portfolio Size of Business: - 4625 Cr No. of cases per month: - 12 lack + Avg. ticket Size: - 49 000 Collection model: - Account based/POS Based/Cash/ROR Based Other Dimensions (Significant volume dimensions associated with the job.) Total team size: 1400+ Number of Direct Reports: 7 Number of Outsourced employees: ~2500 3.5 % of loss rates for each bucket Locations handled: 1400 Geographies: Rural (Pan India) 8. SKILLS AND KNOWLEDGE Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent)., * a) Qualifications Post Graduate Masters in Business Administration(preferred) b) Work Experience Minimum 10 years of work experience Minimum of 8 years of experience in managing unsecured lending Debt Management Services is a must Knowledge of vendor management

Keyskills :
risk metricsexternal clientsissue resolutionit security