Portfolio And Service Manager

Job Requirements

Job Title: Portfolio & Service Manager

Function: Business Banking

Job Purpose:

The role bearer has the responsibility to monitor critical parameters for customers on a regular basis to ensure overall portfolio health. It entails ensuring the hygiene of the 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 is served.
• 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 maintain the 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 the collections and legal teams and maintain customer engagement to resolve irregularities 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 mechanisms 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 resolution of all issues.
• Have a complete overview of agency management and analyze 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.