Job Description

The purpose of this job is to directly manage the distressed assets and vulnerable accounts under the discretionary lending of the Credit Group domestically, and to maintain an oversight of all international locations where distressed assets are being managed for efficient and effective recovery of while achieving the set financial targets in terms of collection, reduction of provisions and IIS and improving the P&L and reduce flow rates to higher BKts.

Key Responsibilities:

Strategic Responsibilities

• Manage the team's assigned portfolio and achieve the set financial targets in terms of collection, reduction of PIL & C.C
• Managing, motivating and leading a team of professionals, which has a direct and substantial impact on the Bank’.
• Lead, manage and direct the assigned team to ensure maximum recoveries and turnarounds by offering and implementing creative financial solutions to assist and support customers.
• Provide financial counselling to customers who are approaching FAB regarding their FAB debt issues for Credit Counselling services through being a Credit counsellor.
• Listen and understand each customer’s requirements/needs and initiate most suitable proposal for them and communicate the result to the customer. Ensure customer is updated with interim developments if any.
• Ensure fair treatment is provided to Financially distressed customers using knowledge-based judgement within the assigned authority.
• Offering solutions, settlements, restructure etc based on customer needs and eligibility.
• Lead the restructuring negotiations with clients with a focus on the recovery and turnaround of those cases considered highly sensitive and difficult, including legal action where necessary.
• Evaluate restructuring, rescheduling, workout or write off proposals and recommend it for management approval.
• Ensure that the collection process is carried out within the framework of code of conduct and keeping in mind the reputation of the bank
• Review the collections strategy regularly and train collectors to ensure that the collection techniques change with change in the legal and economic situation of the country.
• Ensure capacity planning is in place, and a load-balancing is done for the unit.
• Remain in constant touch with law enforcement agencies and external lawyers and keep the unit updated on any changes anticipated in the legal scenario of the country
• Ensure low audit risk rating for the unit.
• Negotiate and work out a best possible settlement with the customer with a win-win approach
• Ensure that the collection process is carried out within the framework of the bank’s code of conduct and keeping in mind the reputation of the bank
• Set up a strong collection’s infrastructure for recovery of delinquent accounts through empanelment of external collection agencies locally and internationally. Maintain regular follow up with the international regions to conclude settlement plans, restructuring proposals and take necessary legal actions where needed for the managed portfolio under their respective regions, to maximize the cash recovery
• Liaise internally with multiple units (Credit-CAD-Paralegal) to ensure completion of process of restructures, reschedules, settlements, and legal formalities
• Managing front end collection team and monitor their performances, updates, and number of calls made
• Running dialler campaigns (predictive & preview ) as well as running voice blast campaigns and SMS campaign to mortgage delinquent customers.
• Reduce flow rates on front end buckets to ensure delinquency rate downward trend.
• Managing escalation, complaints, customer’s queries, and meeting up with customers for enhancing resolution and clarifying customer’s doubts and minimizing complaint rates.

Legal, regulatory and compliance:

• Ensure compliance with local legal and regulatory requirements and report any legal and regulatory developments which impact or may impact the collection activities / legal actions.
• KYC (Know Your Customer)
• AML (Anti Money Laundering)

Experience & Qualification:

• Bachelor’s degree Degree
• Minimum of 8 years of experience in consumer banking with at least 5 years in a managerial role