Basic Details

Fill the required information about business, unit, location, position, reports to position and date of updation of JD

Business

Ficial Services

Unit

Aditya Birla Capital Ltd.

Location

Mumbai

Poornata Position Number of the job

Reports to: Poornata Position Number

Poornata Position Title of the job

Centre Manager

Reports to: Poornata Position Title

Lead Telecollections

Function

Risk Management and Compliance

Reports to: Function

Risk Management and Compliance

Department

Collections

Reports to: Department

Collections

Designation of the Employee:

Centre Manager

Manager s Designation:

Lead Telecollections

Date of writing/ Updation of JD

25 th Jan 2023

1. Job Purpose:

Write the purpose for which the job exists (in 23 lines) (Max 1325 Characters)

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

2) 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

Other Quantitative and Key Parameters for the job

- Management of Frontend for the entire zone. Call Centers as well as Field Referral coordination
- No of Accounts 5000 7500 Accounts
- Retail & Digital Portfolio s
- ECL Saving = 200300 bps by FY21
- Cost efficiency = By 30%
- Callcentres and telecollection agencies management

1. 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 Capital Limited ("ABCL") is a lending subsidiary of Aditya Birla Capital Limited. ABCL is registered with RBI as a Systematically Important NonDeposit accepting NonBanking Fice Company (NBFC). ABCL is one of the top private diversified NBFCs in India. As of 31Dec 20, ABCL has a panIndia presence with 91 branches and a lending book of Rs. 45, 560 Crores.

ABCL offers endtoend 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 Fice (to Real Estate Developers), SME Loans, Capital Markets Loans (Loan Against Shares), Supply Chain Fice, Mid and Large Corporate Loans, and Infrastructure Fice loans. ABCL also has a Wealth Management division.

ABCL is rated AAA by India Ratings, ICRA and CARE (reaffirmed in 2020). ABCL 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 ficial 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 malafide intentions. It also carries out overdue loan recovery from defaulting clients.

The frontend (telecollections) team is the first line of defence against bad loans and writeoffs as it works towards resolution in cases where probability of default is the least (i. e. B1 where accounts are 130 days delinquent). By ensuring resolution and normalization at this stage, huge costsavings can be driven for the business.

This team will manage frontend collections for all secured and unsecured retail products. The FE team will work closely with Collections Strategy on Automation, AImodels (ManMachine allocations) which will help optimise costs by 30%. The model is based largely around TeleCollections 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 FrontEnd Collections Management, primarily through management of TeleCalling 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 FrontEnd bucket for the pertaining Zone.

1. 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 ficial goals: Delivering superior ficial performance while minimizing potential losses.

- Monitor and Control delinquency and minimize credit losses for retail products.
- Drive higher resolution rates. Consolidation of FrontEnd would lead to better focus and delivery of targets 200300 basis points improvement in FrontEnd 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, NonStarters, 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

Vendor Management

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

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

1. Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 23 lines for each report)

Tele Calling Manager: Role is to manage team of tele callers performance Page Break 6) 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

PreDelinquency Scoring & Base

Allocation Strategy at product level

Referral Calendar

Milestone and Periodic Performance update

Credit / Underwriting Teams

Regular

Early Mortality and FrontEnd Performance update

Business Heads

Monthly / As needed

Periodic update on performance intramonth and post monthend

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

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

Date of Entry / Approval

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Centre Manager_Collections (Mumbai)
🏢 Aditya Birla Insulators
📍 Mumbai