Area Telecollection Manager

Job description

**Basic Details: 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. **Location** Mumbai **Poornata Position Number of the job** **Reports to: Poornata Position Number** 00164332 **Poornata Position Title of the job** ATM (AreaTele-Calling Manager) **Reports to: Poornata Position Title** SH-NCH-TeleColl-Ret Coll-Mum **Function** Collections **Reports to: Function** Collections **Department** Retail Lending & Collections **Reports to: Department** Retail Lending & Collections **Designation Of The Employee** ATM (Area Tele-Calling Manager) **Manager’s Designation** Centre Manager – tele-collections **Date of writing/ Updation of JD** 25 th March 2026 - 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 Regional retail & Digital portfolios in order to meet ECL provisioning and minimize NPAs as per ABCL 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 Other Quantitative and Important Parameters for the job - 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 - ECL Saving = 200-300 bps by FY21 - 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 Capital Limited ("ABCL") is a lending subsidiary of Aditya Birla Capital Limited. 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. As of 31-Dec’20, ABCL has a pan-India presence with 91 branches and a lending book of Rs. 45,560 Crores. ABCL 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. 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 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. This role covers Zonal Front-End Collections Management, primarily through management of Tele-Calling 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 Front-End bucket for the pertaining Zone. - 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 - 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 colle