Manager-Collection & Retention Field Exe

Role

Field Executive – Retentions & Collections 

Function / Department

Customer Service 

Location

Chandigarh

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