Job Purpose

To assist the organization in collecting outstanding dues and Non-Performing Loans (NPLs) for DMS- The Wheels – 2W/3W across all payment buckets, aiming to reduce outstanding amounts.

Duties and Responsibilities

1. Managing Collection Targets
   • Ensure adherence to collection schedules.
   • Attain EMI and penalty collection objectives.
   • Reposition vehicles in cases of defaults.
   • Close cases by securing settlement amounts.
   • Explore diverse customer communication approaches for effective recovery.
2. Vendor Management
   • Appoint collection agencies.
   • Strategize and allocate tasks to agencies.
   • Conduct on-site checks to validate procedural adherence.
   • Ensure prompt payment deposits by Field Officers (FOS).
   • Guarantee timely payments to vendors as per the schedule.
   • Conduct training sessions for agents working with vendors.
3. Executing Recovery Procedures
   • Initiate customer calls for debt recovery.
   • Ensure team compliance with Standard Operating Procedures (SOPs) during customer interactions.
   • Gather customer feedback to improve the collection process.
   • Conduct training sessions to enhance the team's collection skills.
4. Stakeholder Management
   • Conduct regular stakeholder reviews.
   • Align stakeholders with the collection strategy.
   • Realign case priorities based on defined deliverables and objectives.
5. Team Management
   • Participate in recruitment process to identify right talent for various roles in the team.
   • Identify high potential talent and provide opportunity to groom them for future roles.
   • Provide ongoing coaching, mentoring, and performance feedback to ensure the team's success.
   • Set clear targets, train & motivate the team, and foster a positive and collaborative work environment.

Key Decisions / Dimensions

Following decisions are taken by the role: Appointment of Vendors

Major Challenges

• Managing assertive customers in default
• Dealing with deliberate defaulters
• Sustaining a high team morale

Required Qualifications and Experience

a) Qualifications: Graduate in any stream

b) Key skills required:

• Minimum 8-10 years of work experience in a finance industry in recoveries of two wheelers
• Experience of managing a team is required
• Communication Skills & Stakeholder Management
• Good knowledge and connect with legal entities
• Leadership qualities
• Result Oriented Mindset
• Good team player
• Motivation skills