Area Telecollections Manager_Mumbai

Basic Details: Fill the required information about business, unit, location, position, reports to position and date of updation of JD

Business

Financial Services

Unit

Aditya Birla Capital Ltd.

Location

Mumbai

Poornata Position Number of the job

Reports to: Poornata Position Number

00164332

Poornata Position Title of the job

ATM (AreaTele-Calling Manager)

Reports to: Poornata Position Title

SH-NCH-TeleColl-Ret Coll-Mum

Function

Collections

Reports to: Function

Collections

Department

Retail Lending & Collections

Reports to: Department

Retail Lending & Collections

Designation Of The Employee

ATM (Area Tele-Calling Manager)

Manager's Designation

Centre Manager – tele-collections

Date of writing/ Updation of JD

25 th March 2026

• Job Purpose: Write the purpose for which the job exists (in 2-3 lines) (Max 1325 Characters)
  
  

To drive resolution and normalization in the earliest delinquent buckets (Front-End) of Regional retail & Digital portfolios in order to meet ECL provisioning and minimize NPAs as per ABCL policies and collections strategy.

• Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job.
  
  

Team Size

Other Quantitative and Important Parameters for the job

• Management of Front-end for the entire zone. Call Centers as well as Field Referral coordination
• No of Accounts – 5000 – 7500 Accounts
• Retail & Digital Portfolio's
• ECL Saving = 200-300 bps by FY21
• Cost efficiency = By 30%
• Call-centres and tele-collection agencies management
• Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section ((Max 3975 Characters)
  
  

Organization Context

Aditya Birla Capital Limited (ABCL) is a lending subsidiary of Aditya Birla Capital Limited. ABCL is registered with RBI as a Systematically Important Non-Deposit accepting Non-Banking Finance Company (NBFC). ABCL is one of the top private diversified NBFCs in India. As of 31-Dec'20, ABCL has a pan-India presence with 91 branches and a lending book of Rs. 45,560 Crores.

ABCL offers end-to-end lending solutions to a diverse set of customers - Retail, HNI, MSMEs, and Mid & Large Corporates through secured as well as unsecured loan products. The diverse range of lending products includes Retail Small Ticket Secured and Unsecured Loans, Unsecured Personal Loans, Unsecured Business Loans, Health & Education Loans, Digital B2B2C and B2B2B Small Ticket Loans, Small Business Secured Loans, Loans Against Property (LAP), Lease Rental Discounting (LRD), Construction Finance (to Real Estate Developers), SME Loans, Capital Markets Loans (Loan Against Shares), Supply Chain Finance, Mid and Large Corporate Loans, and Infrastructure Finance loans. ABCL also has a Wealth Management division.

ABCL is rated AAA by India Ratings, ICRA and CARE (reaffirmed in 2020). ABCL secured the ABG Business Excellence Award in 2017 (Silver), and 2015 (Bronze), and multiple other Awards on forums like CII.

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.

The front-end (tele-collections) team is the first line of defence against bad loans and write-offs as it works towards resolution in cases where probability of default is the least (i.e. B1 where accounts are 1-30 days delinquent). By ensuring resolution and normalization at this stage, huge cost-savings can be driven for the business. This team will manage front-end collections for all secured and unsecured retail products. The FE team will work closely with Collections Strategy on Automation, AI-models (Man-Machine allocations) which will help optimise costs by 30%. The model is based largely around Tele-Collections Centres, with most of the cases getting resolved through them. For balance cases, field agencies may be employed where necessary to ensure collection.

This role covers Zonal Front-End Collections Management, primarily through management of Tele-Calling Centers – both hybrid model (having Callers and field support) as well as TC + Field Referral separately. The role will encompass management of both for the Front-End bucket for the pertaining Zone.

• Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated
  
  

Key Result Areas (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

Achieve financial goals: Delivering superior financial performance while minimizing potential losses.

• Monitor and Control delinquency and minimize credit losses for retail products.
• Drive higher resolution rates. Consolidation of Front-End would lead to better focus and delivery of targets – 200-300 basis points improvement in Front-End Resolutions
• Review, maintain control and minimize the cost incurred towards collections of dues.
• Daily monitoring and regular reviews of delinquent portfolio to make location level strategy effectively give directions and to have smooth operations at all locations Pan India.
  
  

Portfolio Review and Monitoring: Delinquency portfolio tracking MISs and digitization of collections processes.

• 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 and other collections risk aspects, based on market intelligence.
• Develop a robust MIS system and related processes to automate and manage collection activities
  
  

Vendor Management

• Managing Tele-collections agencies; aligning and motivating them for getting the desired results.
  
  

Compliance and audit

• Ensure adherence and compliance to the group code of conduct and regulatory requirements
• Perform necessary check to ensure that unit is audit complaint and adhering to laid down processes when performing the defined role and responsibilities.
  
  

Customer escalations and complaints

• Identify and resolve operational issues related to customers, vendors (external as well as internal) with the objective of minimizing / reducing escalations to management / RBI / Legal authorities.
  
  

People Management

• Provide oversight and be a coach and mentor for the TC Team (Outsourced Vendor)
• Coordination with Operations, Strategy Team and FR teams
• Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)
  
  

Page Break

• 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

Collections Strategy Head

Regular

Pre-Delinquency Scoring & Base

Allocation Strategy at product level

Referral Calendar

Milestone and Periodic Performance update

Credit / Underwriting Teams

Regular

Early Mortality and Front-End Performance update

Business Heads

Monthly / As needed

Periodic update on performance – intra-month and post month-end

External

Call Centers

Regular

Daily robust management of TC Vendor performance on an hourly basis

Review and identify good talent within the TC shop for maximizing achievement of collections efficiencies

Review Dialler Strategies and Output

• 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