Lead - Telecollections - Mumbai

Job description

**Business** Financial Services **Unit** Aditya Birla Finance Ltd. **Location** Mumbai **Poornata Position Number of the job** **Reports to: Poornata Position Number** **Poornata Position Title of the job** SH-NCH-TeleColl-Ret Coll-Mum **Reports to: Poornata Position Title** Head – Collections RCMB and HFC **Function** Risk Management and Compliance **Reports To** Function Risk Management and Compliance **Department** Risk, Legal & Collections **Reports to: Department** Risk, Legal & Collections **Designation Of The Employee** NCH – tele-collections **Manager’s Designation** Head – Collections RCMB **Date of writing/ Updation of JD** 25 th Jan 2023 - 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 entire retail portfolio in order to meet ECL provisioning and minimize NPAs as per ABFL 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 **6** Other Quantitative and Important Parameters for the job - Book size serviced = 16000 Cr - No. of accounts = 21000-25000 - LOBs serviced = 4 - ECL Saving = 200-300 bps - 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 Finance Limited ("ABFL") is a lending subsidiary of Aditya Birla Capital Limited. ABFL is registered with RBI as a Systematically Important Non-Deposit accepting Non-Banking Finance Company (NBFC). ABFL is one of the top private diversified NBFCs in India. As of 31-Dec’20, ABFL has a pan-India presence with 91 branches and a lending book of Rs. 45,560 Crores. ABFL 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. ABFL also has a Wealth Management division. ABFL is rated “AAA” by India Ratings, ICRA and CARE (reaffirmed in 2020). ABFL 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. - 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 - 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 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 - Continuously improve practices b