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Business Financial Services
Unit
Aditya Birla Finance Ltd.
Location
Mumbai
Poornata Position Number of the job
Reports to: Poornata Position Number
Poornata Position Title of the job
SH-NCH-TeleColl-Ret Coll-Mum
Reports to: Poornata Position Title
Head – Collections RCMB and HFC
Function
Risk Management and Compliance
Reports To
Function
Risk Management and Compliance
Department
Risk, Legal & Collections
Reports to: Department
Risk, Legal & Collections
Designation Of The Employee
NCH – tele-collections
Manager’s Designation
Head – Collections RCMB
Date of writing/ Updation of JD
25 th Jan 2023
- 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 entire retail portfolio in order to meet ECL provisioning and minimize NPAs as per ABFL policies and collections strategy.
- Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job.
Team Size
6
Other Quantitative and Important Parameters for the job
- Book size serviced = 16000 Cr
- No. of accounts = 21000-25000
- LOBs serviced = 4
- ECL Saving = 200-300 bps
- Cost efficiency = By 30%
- Call-centres and tele-collection agencies management
- Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section ((Max 3975 Characters)
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.
- Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated
Key Result Areas (Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
Achieve financial goals: Delivering superior financial performance while minimizing potential losses.
- 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
- Ensure Charge offs are minimized and higher recoveries from charge-off accounts.
- 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
- Continuously improve practices by identifying new ideas and methods, and by benchmarking against best practices and industry standards.
- Developing various MISs to show different cuts and trends in the portfolio which can lead to necessary corrective action by collections team to enhance their performance and shows area of improvement.
Vendor Management
- Managing collections agencies; aligning and motivating them for getting the desired results.
- Onboarding best of external channels in the market to get the desired results in achieving overall collections budgets.
- Agency centralization. Identifying large market players with ABFL-first attitude for recovery.
- Exercise adequate control on collections and recovery agencies.
Compliance and audit
- Ensure adherence and compliance to the group code of conduct and regulatory requirements
- Plan and implement periodic audits to ensure that all processes carried out at the regions adhere to the standard operating procedures
- Carry out internal self-assessment reviews on RCSA and key risk indicators.
- Perform necessary check to ensure that unit is audit complaint and adhering to laid down processes when performing the defined role and responsibilities.
- Facilitate internal and external audits; plan and oversee the implementation of necessary corrective action.
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 team
- Ensure regular functional & behavioral trainings of team members in collaboration with HR
- Participate in relevant talent management and people development activities to ensure a healthy pipeline and an engaged team
- Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)
- Team Lead – Tele-Collections Recovery: To manage Tele-calling Call centers collections process with an objective to cure delinquent accounts in early stage of delinquency To ensure timely follow up & resolution of delinquent accounts & achieving monthly resolution targets as assigned To liaise with various teams for smooth process of early collections
- Regional Tele Calling Managers: To drive resolution and normalization in the earliest delinquent buckets (Front-End) of regional retail & Digital portfolios to meet ECL provisioning as per ABFL policies and collections strategy.
- RTM East and PAN India Digital and Mature: To drive resolution and normalization in the earliest delinquent buckets (Front-End) of regional retail & Digital portfolios in order to meet ECL provisioning as per ABFL policies and collections strategy. To manage digital and mature portfolios PAN India
- TL Pre Due Tele Calling:
To drive the strategy and plan execution to ensure customers make timely, on or before due date payment and doesn’t fall in any collection bucket. Work on data and analytics driven projects to improve portfolio quality.
- Relationships: Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives
Relationship Type Frequency Nature
Internal
Collections Strategy Head
Regular
Discussion on Monthly Allocation Logic at Sub Product level, Assignment of Targets, Review of TC Performance Reviews, Referral Rates, Market Best practices, Early Mortality Feedback, Bounce Rate Analysis
Credit / Underwriting Teams
Regular
Bounce Analysis, <12 mob performance, Location level performance feedback, program level performance feedback & Early Mortality discussions Business Heads, CRO & CEO
Monthly / As needed
Periodic Update on Intra-Month performance at sub-product level, Monthly Reviews with Senior Management Team
External
Collections Agencies
As needed
Close interaction with SMT of Vendors (Large Tele-Calling centers)
Call Centers and RTMs
Regular
Strong Networking with Vendors with Regional Strengths for field pick-up / collections
- 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.
SIGN-OFF: Provide the name of the Manager and the jobholder. Signature needed for the hard copy of the JD. Hard copy to be maintained in the organizational record.
Job Holder
Reports to (Manager)
Name
Neeru sharma
Amit Thacker
Date of Entry / Approval
