About Us

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto Make Life Simple inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, color, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What's in it for YOU

SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
Dynamic, Inclusive and Diverse team culture
Gender Neutral Policy
Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for delivering on business metrics of portfolio resolution, norm, rollback and extraction/absolute recovery and ROR as per business operating plan through a team of Agency managers and Collection Vendors.

Role Accountability

Devise vendor allocation strategy for the CD/region and ensure appropriate capacity addition basis future business inflows in line with ACR guidelines
Ensure adequate legal interventions on the portfolio
Ensure various critical segments as defined by business are reviewed and performance is driven on them
Conduct regular performance review with Vendors and Area collection managers for all critical metrics to track the portfolio health and performance trends
Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value
Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers
Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines
Reinforce compliance standards with area collection managers and vendors to drive adherence to code of conduct
Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies
Ensure all customer complaints received are closed within time frame
Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating
Ensure monthly cost provisions are reported as per timelines
Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes
In cases pertaining to Banca delinquencies, collaborate with partner bank branches in respective locations to track customers

Measures of Success

Portfolio Coverage
Resolution Rate
Normalization/Roll back Rate
Settlement waiver rate
Absolute Recovery
Settlement waiver rate
Extraction Rate
ACM CAPE
ROR
Regulatory Customer complaint %
Vendor SVCL Audit adherence
Process adherence as per MOU

Technical Skills / Experience / Certifications

Credit Card knowledge along with good understanding of Collection Processes

Competencies critical to the role

Analytical Ability
Stakeholder Management
Problem Solving
Result Orientation
Process Orientation

Qualification

Post-Graduate / Graduate in any discipline

Preferred Industry

FSI

Senior Manager - Regional Collections Manager, Collection Field East

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