Fill the required information about business, unit, location, position, reports to position and date of updation of JD
Business
Financial Services
Unit
Aditya Birla Capital Ltd.
ATM (AreaTele-Calling Manager)
Collections
Collections
Retail Lending & Collections
Retail Lending & Collections
ATM (Area Tele-Calling Manager)
Centre Manager – tele-collections
Date of writing/ Updation of JD
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 ABCL policies and collections strategy.
~ Management of Front-end for the entire zone. Call Centers as well as Field Referral coordination
No of Accounts – 5000 – 7500 Accounts
Retail & Digital Portfolio's
Call-centres and tele-collection agencies management
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)
ABCL is registered with RBI as a Systematically Important Non-Deposit accepting Non-Banking Finance Company (NBFC). ABCL is one of the top private diversified NBFCs in India. 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. ABCL secured the ABG Business Excellence Award in 2017 (Silver), and 2015 (Bronze), and multiple other Awards on forums like CII.
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. 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 mode (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.
~ Achieve financial goals: Delivering superior financial performance while minimizing potential losses.




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
Managing Tele-collections agencies; 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.

Provide oversight and be a coach and mentor for the TC Team (Outsourced Vendor)
Coordination with Operations, Strategy Team and FR teams
Collections Strategy Head
Milestone and Periodic Performance update
Credit / Underwriting Teams
Early Mortality and Front-End Performance update
Business Heads
Periodic update on performance – intra-month and post month-end
Call Centers
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

📌 International Business Manager (India)
🏢 Aditya Birla Group
📍 India