To manage the collections process at a location level (usually a Metro or State Capital) or few Tier 2-3 cities, 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.
- ECL Targets for the State / Product for Stage 1, 2 & 3 (as applicable) direct impact on P&L
- Cost of Collections deliver a cost performance better than the budget at the State Level
- Hiring, building and mentoring a high performance collection steam to manage the State / Area / Region
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.
4)
Key Result Areas (
Max 1325 Characters)
Supporting Actions ( Max 1325 Characters)
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
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.
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
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
Customer escalations and complaints
- Coordinate with the legal team and senior management in the event of escalated cases to ensure compliance with relevant regulations
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
5) Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report) - Collections Officer : To manage the collections process for a set of delinquent accounts within a location, working with non-performing defaulting borrowers to create optimum recovery solutions.
- Agency Collections Manager : To manage the collections process for a set of delinquent accounts within a location, working with non-performing defaulting borrowers to create optimum recovery solutions, ensuring compliance with all internal policies and relevant regulations
6) Relationships : Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives Relationship Type Frequency Nature
Internal
Regional Collections Manager, Collection Officers, Agency Managers
Daily / regular
Portfolio update and alignment of strategy and activities
Credit/ Policy Teams
Weekly
Updation of Collections Cases, MIS, Bounce details etc. Updates on policy changes.
Legal Team
As needed
Escalations, customer complaints
External
Collections Agencies and Vendor Partners
Regular
Visits / discussions on portfolio; Reviews, case updates, exception reporting
Customers
As needed
Escalations and follow-ups.
7) Organizational Relationships : Provide the structure for a level above and below the position for which this job description is written. Use position titles in the structured and indicate all the reports of the position.
SIGN-OFF : Provide the name of the Manager and the jobholder. Signature needed for the hard copy of the JD. Hard copy to be maintained in the organizational record.
Job Holder
Reports to (Manager)
Name
Date of Entry / Approval
