StuCred - Agency Manager - NBFC

Description:

Agency Management:

- Appoint, onboard, and manage external collection agencies as per company policy.

• Allocate accounts to agencies and monitor performance against defined targets.

• Conduct regular reviews and audits of agency performance.

Collections & Recovery:

- Ensure achievement of monthly and quarterly collection targets.

• Track delinquency buckets (Early, Soft, Hard, NPA) and drive recovery strategies.

• Escalate chronic cases and support legal recovery where required.

Compliance & Governance:

- Ensure agencies follow RBI guidelines, Fair Practices Code (FPC), and NBFC compliance norms.

• Monitor call audits, field visits, and customer interactions to prevent misconduct.

• Address customer complaints related to agency actions and ensure timely resolution.

Reporting & MIS:

- Prepare and share daily/weekly/monthly MIS on collections, agency performance, and recovery trends.

• Analyze data to identify gaps, risks, and improvement opportunities.

Training & Development:

- Conduct regular training sessions for agency staff on process, compliance, and soft skills.

• Communicate policy updates and process changes to agencies.

Stakeholder Coordination:

- Coordinate with Credit, Legal, Risk, and Operations teams for smooth recovery operations.

• Support internal audits and regulatory inspections related to collections.

Key Skills & Competencies:

- Strong knowledge of NBFC collections and recovery processes

• Understanding of RBI regulations and compliance requirements

• Vendor/agency management skills

• Analytical and MIS reporting skills

• Excellent communication and negotiation skills

• Conflict and complaint handling capability

Qualification & Experience:

- Graduate / Postgraduate (Commerce, Finance, or related field preferred)

• 5-8 years of experience in NBFC/BFSI collections

• Minimum 2-3 years of experience in agency or vendor management

Key Performance Indicators (KPIs):

- Collection efficiency and recovery percentage

• Delinquency reduction (DPD/NPA levels)

• Compliance adherence and audit scores

• Agency productivity and quality scores

• Customer complaint resolution TAT

Other Requirements:

- Willingness to travel locally/regionally as required

• Ability to work under pressure and meet strict deadlines