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)

Key Result Areas

Supporting Actions

Achieve collections targets.

Minimize credit losses for portfolio.
Drive higher resolution rates.
Daily monitoring and regular reviews of delinquent portfolio
Work with non-performing defaulting borrowers to create optimum recovery solutions

Portfolio review and monitoring

Monitor customer accounts, flagging likely cases of default or delayed payment
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, etc.

Compliance and audit

Maintain all documentation related to the collections process in accordance with internal norms and regulatory requirements
Respond to customer complaints regarding the collections process, taking steps to ensure a satisfactory outcome for both ABFL as well as its customers
Participate in periodic audits of the collections teams

Customer escalations and complaints

Coordinate with the legal team and senior management in the event of escalated cases to ensure compliance with relevant regulations

📌 ABHFL - Regional Collections Manager - Recovery - Noida (India)
🏢 ABC - Aditya Birla Housing Finance
📍 India