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Organization Context
Aditya Birla Finance Limited ("ABFL"), a lending subsidiary of Aditya Birla Capital Limited is among the leading well-diversified non-banking financial services company in India. ABFL offers customized solutions in areas of personal finance, mortgage finance, SME finance, corporate finance, wealth management, debt capital markets and loan syndication. ABFL is registered with RBI as a systemically important non-deposit accepting non-banking finance company (“NBFC”) and is amongst the top five largest private diversified NBFCs in India based on AUM.
For the FY ended 31st March 2020, ABFL has a lending book of Rs. 47,075 crores, net PAT of Rs 821 Crores and net worth of 8,078 crores. The Net Interest Margin expanded by 38 bps y-o-y to 5.29% and operating profit is growing at 16% y-o-y. ABFL’s long-term credit rating of AAA (Stable) has been reaffirmed by ICRA. ABFL also has long-term credit rating of AAA (Stable) by India Ratings, Perpetual debt credit rating of AA+ (Stable) by ICRA and AA+ (Stable) by India Ratings (Stable) and short-term credit rating of A1+ by ICRA & India Ratings.

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.

This role is responsible for enhancing business profitability through effective management of the delinquent portfolio in the respective area. The incumbent will be accountable for field collections for the customers in the area. For this segment, the collections model is a combination of in-house (for ticket sizes >10L) and partly agency-driven (for small ticket sizes) so the area manager will need to effectively oversee both inhouse collections officers as well as agency managers.

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

KRA1

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

KRA2

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

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.

KRA3

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

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

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