Manager – Collection & Retention

Role

TM – Retentions & Collections 

Function / Department

Customer Service 

Location

Haryana – Rohtak

Band

M1

Job Purpose

• Drive assigned Retention & collection agencies for delivery of KPIs. 
•  Ensure SLA delivery with complete adherence to Code of Conduct. 
• The job involves to Drive Agencies for Retention, Collection, Provision roll back and Involuntary churn and deliver the targets.
• Required do regular visits to the agencies and field on regular basis to review the performance and other SLAs and ensure productivity enhancement. 

Key Result Areas/Accountabilities

• Drive assigned Retention & Collection agencies for delivery of KPIs. 
• Ensure SLA delivery with complete adherence to Code of Conduct. 
• Develop and plan infrastructure at agency as per allocation and forecast.
• Ensuring all reports and feedbacks are well maintained at the agencies and they are utilized for taking subsequent action in portfolio. 
• Have a strong governance process for Retained cases, Field visit, receipt book audits, I cards register, Cash register, COC and HSW. 
• Do regular field visit with/without field agent for audit/recovery purpose
• Engage in development and implementation of various

            training/coaching programs of team members 

Core Competencies, Knowledge, Experience

• Strong Negotiation skills and communication skills  
• Exposure to customer retention & collection role.  
• Analytical Skills. 
• Good process / systems knowledge / experience  
• Presentation Skills 

Must have technical / professional qualifications