Regional Collection Manager - Collections SME

Job Purpose

The Regional Collection Manager is responsible for overseeing the collections process at a regional level, aiming to build and lead an efficient, high-performing collections team. The goal is to ensure effective management of Expected Credit Loss (ECL) and Non-Performing Credit Loss (NCL) parameters, coordinating with both internal and external collection teams, and maintaining adherence to all internal policies and regulatory standards.

Role Scope and Context

This role manages a digital small-ticket portfolio characterized by a relatively high bounce rate due to the segment's nature and borrower profiles. The incumbent supervises the complete ECL process for Stage 1 and Stage 2 provisions across the zone, facilitating the feeder process for Stage 3 provisions. A strong background in regional debt management is critical, along with the ability to develop and implement collection strategies focused on small-ticket collections.

Aditya Birla Finance Limited (ABFL) is a systemically important NBFC registered with the RBI, providing diverse loan products from retail to corporate segments and maintaining a pan-India presence. Collections at ABFL involve constant monitoring of individual and portfolio exposures to detect early stress indicators and minimize NPAs, with a dedicated team managing delinquent customers and default recovery.

Key Responsibilities

• Oversee and control delinquency levels to minimize Expected Credit Losses (ECL) through high resolution rates.
• Regular portfolio monitoring at location and sub-product levels within the digital portfolio to identify trends and implement corrective actions.
• Collaborate with defaulting borrowers to develop optimal recovery solutions, supported by detailed MIS reporting for informed decision-making.
• Manage vendor relationships by selecting and closely monitoring collection agencies to ensure timely recovery and adherence to performance standards.
• Ensure complete compliance with documentation norms and respond to customer grievances related to collections, maintaining balance between company interests and customer satisfaction.
• Coordinate periodic audits and compliance checks for collections teams, aligning with internal and regulatory policies.
• Handle escalated customer cases in collaboration with legal teams, ensuring lawful and compliant resolution.
• Lead and mentor the collections team, facilitating ongoing functional and behavioral training in partnership with HR to nurture talent and maintain team engagement.

Relationships

The role maintains frequent interactions with internal teams such as National and Area Collections Managers, Credit and Policy teams for updates and strategy alignment, Strategy and Risk teams for market intelligence and performance management, and legal teams for litigation support. Externally, it engages regularly with collection agencies for portfolio oversight and with customers for escalations and follow-ups.

Direct Reports

The Area Collections Manager reports to this role, managing collections at city or regional levels, working closely with defaulting clients, and overseeing in-house and external collection teams to ensure compliance and achievement of targets.