To drive resolution and normalization in the Hard Delinquency Stage accounts (Write-Off) For retail / digital portfolio in order to meet ECL / NCL provisioning and minimize NPAs as per ABFL policies and collections strategy at a Zonal Level for both the Retail / Digital Book and to manage the collections process at a Regional level, build and manage a best-in-class high efficiency Collections Recovery Team to enable delivery of NCL parameters.
Job Context/Job Challenges:
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
The Regional Collections Manager has a clear task cut out. The incumbent is in-charge of managing the Overall Stage 3 book, including fresh flows into GNPA, as well as significantly reduce the NPA block.
The GNPA block management will have a direct impact on the ECL (Incremental Provisions with forward flows) and ECL Releases (Provisions release with Account Up-Grades on GNPA accounts)
Manage the Settlement losses, especially in Unsecured and Digital Business, where Sacrifices & Settlement Negotiations are critical tools for stock reduction.
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.
Competence of managing Both Retail & Digital portfolios. This role is responsible for enhancing business profitability through effective management of the delinquent portfolio in the respective zone.
The incumbent will be accountable for empanelment of top class vendors to work on our customers in the Zone. For this segment, the collections model would primarily be an Agency Model for Recoveries.
The incumbent needs to have a further have a strong understanding of small ticket business and challenges on the debt-management process.
KRA (Accountabilities) (Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
KRA1
ECL Management & Costs
Monitor and Control delinquency and minimize ECL for portfolio
Management of ECL Fresh Provisions & ECL Releases through Account upgrades.
Strong Write – Off recovery plans and Execution of the same to high performance
Review, maintain control and Optimize the cost incurred towards collections of dues.
Daily monitoring and regular reviews of delinquent portfolio
KRA2
Portfolio review and monitoring
Monitor location level and sub-product level portfolios – location level and at various product level within the Digital Portfolio.
Work with non-performing defaulting borrowers to create optimum recovery solutions
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.
Ensure good grip and control on the delinquent portfolio.
KRA3
Vendor Management
Liaise with agencies to drive collections processes efficiently.
Oversee selection processes for external agencies
Continuously monitor agency performance against set parameters and targets
Exercise adequate control on agencies to ensure collection of overdue debts in a timely manner
KRA4
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
KRA5
Customer escalations and complaints
Coordinate with the legal team and senior management in the event of escalated cases to ensure compliance with relevant regulations
KRA6
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
