Centre Manager - Collections

Overview

This role exists to lead efforts in resolving delinquencies in the early stages of default within Aditya Birla Capital’s regional retail and digital loan portfolios. The goal is to reduce expected credit losses and avoid non-performing assets by adhering to company policies and implementing effective collection strategies.

Scope and Metrics

• Management of front-end collections across the assigned zone including call centers and coordination with field referral teams.
• Handling approximately 5000 to 7500 loan accounts from retail and digital portfolio segments.
• Driving expected credit loss (ECL) savings of 200-300 basis points by fiscal year 2021.
• Improving cost efficiency of collection operations by up to 30%.
• Overseeing operations of call centers and tele-collection agencies.

Context and Challenges

Aditya Birla Capital Limited (ABCL) is a leading non-banking finance company in India with a widespread presence and a diverse lending portfolio across retail, MSMEs, HNI, and corporate clients. The Collections function is critical in monitoring client exposure and identifying early warning signs to minimize defaults and maximize recoveries.

The front-end tele-collections team represents the first defense line in preventing loan defaults and write-offs by focusing on accounts 1 to 30 days past due. This position requires managing tele-calling centers using hybrid models that combine calling and field collection support to optimize collection outcomes. There is close coordination with strategy teams to utilize AI and automation tools aimed at cost reductions and efficiency enhancements.

Key Responsibilities

• Meet and exceed financial targets by controlling delinquency and reducing credit losses within retail product portfolios.
• Lead the consolidation and performance improvement of front-end collections to achieve a 200-300 basis point increase in resolution rates.
• Maintain and optimize collection cost control measures.
• Conduct regular portfolio reviews and implement localized strategies to ensure smooth operations across multiple locations nationally.
• Develop comprehensive MIS and automation processes to streamline collection activities effectively.
• Manage and motivate tele-collection agencies ensuring alignment with company objectives.
• Ensure full compliance with group conduct codes and statutory requirements, maintaining audit readiness.
• Handle customer complaints and operational issues promptly to reduce escalations.
• Coach and mentor outsourced tele-calling teams while coordinating with operations and strategy departments.

Direct Reports

Tele Calling Managers, responsible for supervising tele-calling teams and their performance metrics.

Stakeholder Relationships

• Regular interaction with collections strategy heads for portfolio scoring, allocation strategies, and performance monitoring.
• Coordinate with credit and underwriting teams for updates on early mortality and front-end performance.
• Periodic updates with business heads regarding performance metrics and portfolio health.
• Close management of external tele-calling vendors including performance tracking and talent identification.

Organizational Structure

The Centre Manager reports to the Lead Telecollections position within the Risk Management and Compliance department under Aditya Birla Capital Ltd.

Additional Information

Job description last updated on January 25, 2023.