Centre Head - Collections - Telecollections-Noida

Aditya Birla Capital; Uttar Pradesh; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Aditya Birla Finance Limited (ABFL) is seeking a Front-End Collections Manager to lead tele-collections and field referrals across the zone, driving early resolution and alignment with ABFL policies.

You will oversee call centers and outsourced vendors, monitor delinquency portfolios, and partner with Strategy, Risk and Operations to achieve 200–300 bps improvement in front-end resolutions while containing costs.

Responsibilities

• Monitor and control delinquency and minimize credit losses for retail products.
• Drive higher resolution rates. Consolidation of Front-End would lead to better focus and delivery of targets - 200-300 basis points improvement in Front-End resolutions
• Review, maintain control and minimize the cost incurred towards collections of dues.
• Daily monitoring and regular reviews of delinquent portfolio to make location level strategy effectively give directions and to have smooth operations at all locations Pan India.
• Provide oversight and be a coach and mentor for the TC Team (Outsourced Vendor)
• Coordination with Operations, Strategy Team and FR teams

Job description

Job Purpose

Job Purpose: Write the purpose for which the job exists (in 2-3 lines) (Max 1325 Characters)

Job Purpose Description

Job Purpose: Write the purpose for which the job exists (in 2-3 lines) (Max 1325 Characters)

To drive resolution and normalization in the earliest delinquent buckets (Front-End) of Regional retail & Digital portfolios in order to meet ECL provisioning and minimize NPAs as per ABFL policies and collections strategy.

Dimensions

Team Size

Other Quantitative and Important Parameters for the job

• Management of Front-end for the entire zone. Call Centers as well as Field Referral coordination
• No of Accounts - 5000 - 7500 Accounts
• Retail & Digital Portfolios
• ECL Saving = 200-300 bps by FY21
• Cost efficiency = By 30%
• Call-centres and tele-collection agencies management

Job Context & Major Challenges

Organization Context

Aditya Birla Finance Limited ("ABFL") is a lending subsidiary of Aditya Birla Capital Limited. ABFL is registered with RBI as a Systematically Important Non-Deposit accepting Non-Banking Finance Company (NBFC). ABFL is one of the top private diversified NBFCs in India. As of 31-Dec'20, ABFL has a pan-India presence with 91 branches and a lending book of Rs. 45,560 Crores.

ABFL offers end-to-end lending solutions to a diverse set of customers - Retail, HNI, MSMEs, and Mid & Large Corporates through secured as well as unsecured loan products. The diverse range of lending products includes Retail Small Ticket Secured and Unsecured Loans, Unsecured Personal Loans, Unsecured Business Loans, Health & Education Loans, Digital B2B2C and B2B2B Small Ticket Loans, Small Business Secured Loans, Loans Against Property (LAP), Lease Rental Discounting (LRD), Construction Finance (to Real Estate Developers), SME Loans, Capital Markets Loans (Loan Against Shares), Supply Chain Finance, Mid and Large Corporate Loans, and Infrastructure Finance loans. ABFL also has a Wealth Management division.

ABFL is rated "AAA" by India Ratings, ICRA and CARE (reaffirmed in 2020). ABFL secured the ABG Business Excellence Award in 2017 (Silver), and 2015 (Bronze), and multiple other Awards on forums like CII.

Job Context

Collections function carries out monitoring of client wise exposure and portfolio exposure to identify 'early warning signals' of stress and to minimize NPAs. This monitoring is done by dedicated teams who specialize in managing delinquent customers who have come under financial stress due to unfavourable market events / changes in business patterns and as well as from those customers who have intentionally stopped payment of dues with mala-fide intentions. It also carries out overdue loan recovery from defaulting clients.

The front-end (tele-collections) team is the first line of defence against bad loans and write-offs as it works towards resolution in cases where probability of default is the least (i.e. B1 where accounts are 1-30 days delinquent). By ensuring resolution and normalization at this stage, huge cost-savings can be driven for the business. This team will manage front-end collections for all secured and unsecured retail products. The FE team will work closely with Collections Strategy on Automation, AI-models (Man-Machine allocations) which will help optimise costs by 30%. The model is based largely around Tele-Collections Centres, with most of the cases getting resolved through them. For balance cases, field agencies may be employed where necessary to ensure collection.

This role covers Zonal Front-End Collections Management, primarily through management of Tele-Calling Centers - both hybrid model (having Callers and field support) as well as TC + Field Referral separately. The role will encompass management of both for the Front-End bucket for the pertaining Zone.

Key Result Areas

Managing Tele-collections agencies; aligning and motivating them for getting the desired results.

Supporting Actions

• Monitor and Control delinquency and minimize credit losses for retail products.
• Drive higher resolution rates. Consolidation of Front-End would lead to better focus and delivery of targets - 200-300 basis points improvement in Front-End Resolutions
• Review, maintain control and minimize the cost incurred towards collections of dues.
• Daily monitoring and regular reviews of delinquent portfolio to make location level strategy effectively give directions and to have smooth operations at all locations Pan India.

Portfolio Review and Monitoring

Delinquency portfolio tracking MISs and digitization of collections processes.

• Provide regular inputs to Management and all the other stakeholders such as Sales, Risk, Policy Team on various aspects of collections resolution and delinquency trends, Negative Areas, Negative Profile, Non-Starters, SKIPs, Fraud Cases and other collections risk aspects, based on market intelligence.
• Develop a robust MIS system and related processes to automate and manage collection activities

Compliance and audit

• Ensure adherence and compliance to the group code of conduct and regulatory requirements
• Perform necessary check to ensure that unit is audit complaint and adhering to laid down processes when performing the defined role and responsibilities.

Customer escalations and complaints

• Identify and resolve operational issues related to customers, vendors (external as well as internal) with the objective of minimizing / reducing escalations to management / RBI / Legal authorities.

People Management

• Provide oversight and be a coach and mentor for the TC Team (Outsourced Vendor)
• Coordination with Operations, Strategy Team and FR teams
• Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

Relationships

NA

Relationship Type Frequency Nature

Internal

Collections Strategy Head

Regular

Pre-Delinquency Scoring & Base

Allocation Strategy at product level

Referral Calendar

Milestone and Periodic Performance update

Credit / Underwriting Teams

Regular

Early Mortality and Front-End Performance update

Business Heads

Monthly / As needed

Periodic update on performance - intra-month and post month-end

External

Call Centers

Regular

Daily robust management of TC Vendor performance on an hourly basis

Review and identify good talent within the TC shop for maximizing achievement of collections efficiencies

Review Dialler Strategies and Output

• Organizational Relationships: Provide the structure for a level above and below the position for which this job description is written. Use position titles in the structured and indicate all the reports of the position.