- Job Purpose

To manage the collections process at a location level (usually a Metro or State Capital) or few Tier 2-3

cities, working with non-performing defaulting borrowers to create optimum recovery solutions. To liaise with in-house and external collections teams and to oversee their activities, ensuring compliance with all internal policies and relevant regulations.

Key Result Areas

Achieve collections targets and financial goals for the area

Monitor and Control delinquency and minimize credit losses for portfolio

Drive higher resolution rates.

Ensuring adequate headcount availability location-wise / bucket-wise / segment-wise.

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 account level

Portfolio review and monitoring

Monitor customer accounts across the region, identifying and flagging likely cases of default or delayed payment

Work with non-performing defaulting borrowers to create optimum recovery solutions

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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.

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.

Vendor

Management

Liaise with agencies to drive collections processes efficiently.

Oversee selection processes for externa agencies

Continuously monitor agency performance

Exercise adequate control on agencies to ensure collection of overdue debts in a timely manner

Compliance and audit

Ensure that all documentation related to the collections process is maintained 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

Plan and implement periodic audits of the collections teams, ensuring their compliance with all relevant policies and regulations

Customer escalations and complaints

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

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)

Collections Officer/ Relationship Officer: To manage the collections process for a set of delinquent accounts within a location, working with non-performing defaulting borrowers to create optimum recovery solutions.

- Relationships: Describe the nature and purpose of most key 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

Regional Collections Manager,

Collection Officers, Agency

Managers

Daily / regular Portfolio update and alignment of strategy and activities

Credit/ Policy Teams Weekly Updation of Collections Cases, MIS, Bounce details etc. Updates on policy changes.

Legal Team As needed Escalations, customer complaints

External

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Collections Agencies and Vendor

Partners

Regular Visits / discussions on portfolio; Reviews, case updates, exception reporting

Customers As needed Escalations and follow-ups.

- 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.

NCH –Recovery

RCM-Recovery

ACM

CM

CO

📌 Area Collection Manager-Unsecured Recovery, Jaipur
🏢 Abacus Consultants
📍 Jaipur