Portfolio & Service Manager

The role bearer has the responsibility to monitor critical parameters for customers on a regular basis to ensure overall portfolio health. It entails ensuring hygiene of portfolio and timely renewal. The role bearer is required to establish relationships inside and outside of the organization on opportunities to create value and has an important responsibility contributing to the larger organizational objectives of the bank. This is a critical role that has a direct impact on the financial institution's budget planning.

Roles & Responsibilities:
• Monitor 8 key parameters for customers on a regular basis
• Lead Deferrals process management and ensure timely and accurate resolution of irregularities in accounts
• Track account conduct and ensure interest serving
• Ensure acknowledgement of DDPO for Balance Transfers
• Identification of trends from collection metrics through various MIS and analytics, design action plan jointly with Strategic Business Head to minimize delinquencies and maintaining health of the portfolio
• Collaborate with Collections to mitigate NPAs and track Early warning signals
• Partner with Enterprise Risk to identify and mitigate financial risks
• Post NPA, supply information to Collections and Legal teams and maintain customer engagement to resolve irregularity within internal and external regulations
• Classify cases as those that need to be restructured, recovered through legal intervention - devise an action plan and ensure its implementation
• Aggregate information about competitor policies, define a suitable collection policy & trigger mechanism for catering to the target customer segment
• Making sure that the team adheres to the defined processes and policies while dealing with delinquent customers
• Work in close collaboration with the business and support teams for speedy redressed of all issues
• Have complete overview of agency management and analyse the feedback gathered
• Drive business and data analytics to monitor churning data trends
• Recommend improvements to processes and policies across the Retail Banking business to drive operational efficiencies and high quality customer service
• Keep abreast with global market trends and competitor strategies in key markets
• Spearhead initiative to reduce operational costs and drive strategies to increase profitability

Managerial & Leadership Responsibilities:
• Champion IDFC First's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight
• Attract and retain best-in-class talent for key roles in their reporting structure
• Drive co-operation with the credit, technology, analytics and risk teams to ensure smooth functioning of business

Educational Qualifications:

Graduate - Any

Post Graduate - Any

Experience:

8+ years of experience in Business banking