Manager - Collection & Retention
Location
Rajkot | India
Job description
Role
Field Executive - Retentions & Collections
Job Level/ Designation
M1
Function / Department
Customer Service
Location
Rajkot
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
- Graduate / PG in any field
- Communication skills
- MS Office & Presentation Skills
Job tags
Salary
