Senior Manager - Compliance and Collection Audit

Senior Manager - DSMG - Compliance & Collection Audit - Mumbai - Lodha (I-Think Techno Campus) - MM

Key Responsibilities:
 Responsible for understanding the customer query/ request/ complaint and co-ordination. with business stake holders for their feedback and actions.
 Analysis of the feedback and sharing correct response to CRM team.
 Trend analysis and identification of areas of concern
 Training to the broader collection team to ensure reduction of complaints.
 Training internal team to manage complaints with appropriate responses and adherence to TAT

Key Competencies / skill set:
• Review the customer query/ request/ complaint and their feedback /closures.
• Co-ordination with collection field teams for corrections in feedback and necessary actions.
• Co-ordination with CRM team for customer query/ request/ complaint resolution related to collections.
• Implementation of Penalty matrix and issuance of Memos to concern Agency or employees.
• Responsible for customer escalation and actions data repository.
• Preparation of monthly and Annual deck.
• Preparation of data sets for monthly review with CRM and collection stakeholders.
• Responsible for analysis and improvement of customer escalation management process as per the requirement and necessity. Also responsible for overall policy and process improvement for long term benefit.
• Adherence of TCL COC and Penalty Matrix.

Desired qualification

B. Com/ BMS or above (Degree Holder)
Advance Excel knowledge