RPF Mgmt-Tele Call Supervisor Jobs in Across India at The HDFC Bank Limited

Last Updated: Jul 24, 2021 05:10 IST

JOB DETAILS

Company Name
The HDFC Bank Limited
Job title
RPF Mgmt-Tele Call Supervisor
Education
Location
Experience
2-3 Years
Salary
Not Mentioned

Job Profile


Job Description :
Receivables Management Follow up on strategies of field for the portfolio managed. To derive optimum efficiency from team members through appropriate allocation strategies, effective load balancing and utilisation of technological tools including Collections Systems and Dialers To implement & recommend timing and nature of non-voice communication with customers Deliver on significant portfolio indicators and maximise resolution/ roll backs/ normalization and influence reduction in bucket inventory by enhancing performance. Ensure minimal escalations/ complaints and escalate issues of false commitment when encountered. Ensure 100% logger compliance and call tagging. Call monitoring to be done on a regular basis and share feedback with the team/ bucket manager/ Centre Manager Collection Efficiency has to be tracked, monitored and improved consistently over the Baseline targets published on an ongoing basis. Ensure the work flow is planned and all the necessary interventions are actioned to achieve the Baseline in order to improve Collection Efficiency. To ensure the SD Preferred Process is followed with separate focus on various Pre-defined Preferred segments. To ensure follow up is done as per the laid down process wrt to allocation for Bank Officers, dedicated HDB callers and Referrals. To ensure Branch liasoning is recorded through trails and capture of correct action code for monitoring and reporting purpose To focus on reduction of NPA with special attention to 30+ Dedupe, H block segment and Sticky NPA, along with higher resolutions and rollbacks on the focus segments. To ensure separate focus on the MTOD, Prepaid and Debit Card, Bundling portfolio with number delivery as per the set targets Vendor Management Relationship management with the pick up/ referral vendors Ensure compliance from the vendors on laid down processes while identifying the need for empanelment/ termination from time to time Ensure compliance from the vendors on laid down processes. DRA certification/ PV and other mandated process to be adhered to. Monitor performance of agencies and address performance deficiencies. High light integrity issues and re-commend subsequent action in the event of unethical practices being followed by vendors. People Management Monitor performance of vendors and address performance deficiencies. Ensure Code Of Conduct to be followed strictly by all HDB and HDFC employees in their respective teams. Identify weak areas and re- work on the same for increase in tele calling efficiencies and better results Pre empt need for additional hiring post evaluating ACR and other productivity standards are met. Motivate the team in order to meet units targets. Ensure that each staff handles accounts as per the budgeted ACR To ensure optimum and effective usage of new technology like Dialers for increased productivity and efficiency in line with the contact centre industry. Legal Highlight accounts where Legal course of action needs to be sought to minimize losses Addressing legal requirements through the local legal resource in liaison with the Manager Legal Support. Process Management All Banks process to be adhered to in totality in Unit performance Cash deposit process including monitoring TAT taken by agencies to deposit money collected. Receipt Management including receipt recon, sighting of unused receipts etc for In house receipts. 100% usage of HHT for payment collections Settlement process involving issue of settlement letters to be in line with approvals received. Manage escalations and ensure resolution of all cases. Training programs to be done monthly and all employees to be covered for minimum man hours every quarter. All vendor bills are processed within 30 days of work and no vendor bill is left unprocessed for 60 days at any given point of time Identify opportunity to increase contribution of payment collection through digital mediums. Educate customers and encourage them to use digital medium for remitting payments. Track, closely monitor and drive the teams to increase contribution of digital payments.SkillsMinimum 2 to 5 years of work experience in Collections of which at least 3 years in managing large volume retail portfolios in an unsecured environment.Should be confident, aggressive and have a flair for Collections, client and vendor relationship management.Thorough understanding of principles of calculating various kinds of delinquency ratios, write off recoveries and NCL.Exposure to line management / Agency management as well as a thorough understanding of the back end processes and operations is critical.Credit / Legal Know how would be an added advantageShould be confident, aggressive and have a flair for Collections, client and vendor relationship management.Should have excellent soft skills and assertive approachExposure to line management / Agency management as well as a thorough understanding of the back end processes and operations is critical.Credit/ Legal Know how would be an added advantage

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OTHER DETAILS

Key skills
RPF Mgmt-Tele Call Supervisor
Industry
Banking/ Accounting/ Financial Services
Summary
Job Description : Receivables Management Follow up on strategies of field for the portfolio managed. To derive optimum efficiency from team members through appropriate allocation strategies, effective load balancing and utilisation of technological t
Last Date
2021-08-01

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