Head/Vice President/Senior Vice President - Field Collections Strategy - Bank

- Given below position details with a Leading Bank

- Field Collections Strategy Head - for All Secured Retail Asset products

- Measure, Analyze & Improve - Support in driving productivity and performance through

- KPIs measurement - resolutions, allocated # per agent, visits frequency per customer, # of visits per day, TL span, # of trails, trail-gap, geographical coverage, distribution by agent grading score, repo/settlement/legal effectiveness

- Improvement opportunities - agent talk-off script, training, system usage awareness, trail-gap/quality, agent-grading

- Test and Learn through changes in KPIs and impact

- Evaluate multiple agencies ensuring agency profitability- test product allocations; drive competition; outsourced Vs in-house

- Plan and Monitor- Planning and periodic forecast on allocations and capacity requirements

- Ideate & Innovate - Evaluate different field collections models - direct to field, caller-runner models; systems/strategies on repossessions, settlements, AHFS management and disposal; strategies on various legal recourse; skip tracing

- Data ownership - Drive customer-360 view; leverage information available from different customer touch-points

- Usage of new tools - bureau inputs, number-curing, web-crawler, external data sources, skip tracing

- Analytical inputs to drive higher resolution/dollar-collected at sustainable cost, through

- Risk segmentation using propensity to pay/probability to flow forward;

- Differentiated treatment - differentiated intensity of interventions, different field collections models, contact-ability resolution basis right time and place to visit

- Inputs to drive charges collection in early buckets to modify customer behavior

- Drive development and adoption of models for right time to contact, tagging for skip tracing, optimum # of visits per customer type, efficacy of legal recourse product/stage-wise

- Models for right time to repossess, repossession success propensity, repossession profitability and approach on repossessed asset disposal

- Models for right stage for settlement, settlement acceptance propensity, right waiver%

- Analytical inputs to drive enhance recovery, recovery vintages, debt-sale solutions

Project management :

- Identification of change the bank & run the bank opportunities

- Create cadence/drive project management rigor, in close coordination with the field operations team

- Coordinate with stakeholders to get data and show results/outcome of changes being implemented

- Ensure post-project adoption through training and hand-holding post BAU declaration