To manage the collections process at a Zonal level, 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.
Organizational Context
Key Aspects:
Part of the Aditya Birla Capital Limited, Aditya Birla Housing Finance Limited (ABHFL) is registered with the National Housing Bank as a housing finance company under the National Housing Bank Act, 1987. The company offers a complete range of housing finance solutions such as home loans, home improvement and home construction loans, balance transfer and top-up loans, loans against property and construction finance. The company acquired its license on 9th July 2014 and has aggressive growth plans.
ABHFL has grown at a steady rate while reporting good asset quality despite challenges in the operating environment. While the industry is dominated by five large groups, there has been an emergence of segments like Affordable and self-employed borrowers, given the high potential in these segments. Despite increased focus by banks, HFCs have been able to maintain their share in the mortgage market. and is poised for rapid growth and plans to grow 5X (40,000 Cr) in the next 5 years. This shall take ABHFL within the top 5 percentile of HFCs in the country.
The ABHFL Sales organization works broadly with 3 customer segments – retail (individual) customers, institutional customers (for retail and institutional loan consumers) and builders. (for both retail tie-ups and construction finance), with a major share of the business coming from retail customers. Client segments can also be divided into Salaried and Self-employed, with both having very different preferences and needs.
Job Context
Key Aspects:
The Risk & Compliance function carries out monitoring of client wise exposure and portfolio exposure to identify ‘early warning signals’ of stress and to minimize NPAs.
Managing bucket level flow rates through field team and external vendors
Optimum utilization of resources and available legal recourse with coordination with legal team
To enable enhanced business profitability through the effective management of the delinquent portfolio for Housing Finance
Job Role
Manage regional and area team and see that on-ground teams and agencies are guided and reviewed to ensure timely collection of cases across all buckets.
Building and managing an engaged collections team that takes pride in their work.
Recruiting, coaching and mentoring the team; identifying team goals and evaluating team progress.
Implementation and management of all compliance, regulatory and other customer experience related norms during execution.
Leverage alternate resolution mechanisms including legal to maximize collections & recoveries.
Undertake regular & timely team reviews to help increase engagement levels and improving upon performance.
Good negotiation skills to be personally able to convince delinquent customers to make payments on their overdue accounts.
Key challenges
ABHFL is in its inception phase as a company and in the midst of rapid growth. With several systems and processes still being incorporated, this role must be able to balance priorities of governance and business growth efficiently, influencing zonal business stakeholders as required to ensure operational risk management without disrupting business operations.
motivated and their moral high all the time
Enabling Skill Sets & Qualifications
Minimum 7-8-Yrs of experience in related field as Region In-charge/ location head. Exposure to Credit and other line function is desirable.
Experience in managing outsourced agencies /vendors.
Able to leverage legal tools to help improve collections efficiency
An initiator with very high level of energy.
Ability to conceptualize and effectively execute the various collections strategies
Strong interpersonal skills and good team player.
Excellent leadership, Analytical, Negotiation, influencing and communication skills.
Market understanding and collections/Fraud techniques.
KRA (Accountabilities) (Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
KRA1
Manage the collections process at a regional level, streamlining operations and working to minimize the costs of default and bad debt
Monitor customer accounts across the zone, identifying and flagging likely cases of default or delayed payment
Work with non-performing defaulting borrowers to create optimum recovery solutions
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 ABHFL as well as its customers
Plan and implement periodic audits of the collections teams, ensuring their compliance with all relevant policies and regulations
Coordinate with the legal team and senior management in the event of escalated cases to ensure compliance with relevant regulations
KRA2
Liaise with internal and external agencies to drive the collections process in an efficient manner
Review the status of outstanding collections on a periodic basis with in-house teams; plan and implement corrective action to ensure timely collections
Oversee the selection process for external agencies, ensuring adequate training of the collections staff
Liaise with external collections agencies to ensure collection of overdue debts in a timely manner
Liaise with legal / law enforcement authorities on escalated cases to ensure a speedy recovery process
