Lead - Front end Collections

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

Business

Unit

Aditya Birla Capital Ltd.

Location

Poornata Position Number of the job

Reports to: Poornata Position Number

Poornata Position Title of the job

Lead - Front end Collections

Reports to: Poornata Position Title

Head Collections - Front End

Function

Collections

Reports to: Function

Collections

Department

Collections

Reports to: Department

Collections

Date of writing/ Updation of JD

Dec 2025

Page Break

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

To lead and manage national-level front-end collections for Aditya Birla Capital's retail business, ensuring strong portfolio performance, consistent governance, and adherence to defined credit and operational risk parameters. The role focuses on driving regional collection heads and central teams to achieve targeted collection efficiencies, reduce delinquency, and optimize cost structures through effective use of analytics, technology, and vendor management

• 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.
  
  

Parameters

Year 23-24

Year 24-25

Year 25-26

Year 26-27

Year 27-28

Act

Act

Plan

Plan

Plan

AUM in Cr.

13865.85

16134.47

22908.46

26345.18

30571.47

Customer Base #

173150

212411

237900

275965

321915

Credit Cost in Cr.

310.62

422.54

503.53

564.63

649.03

Credit Cost %

2.24%

2.62%

2.20%

2.14%

2.12%

• 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
  
  

Organization Context

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-Mar'25, ABCL has a pan-India presence with 450 branches and a lending book of Rs. 1.2 Lack 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.

Business Context

The Retail Collections function within an NBFC like Aditya Birla Capital plays a critical role in safeguarding asset quality, minimising credit losses, and optimizing cash flows across the retail loan portfolio. It encompasses end-to-end oversight of overdue loan accounts, encompassing early intervention, portfolio monitoring, customer engagement for repayment, structured recovery strategies, and regulatory compliance. As a strategic pillar, collections not only protects the organization's financial health by reducing delinquency and non-performing assets (NPAs) but also supports sustainable growth by balancing risk with cost-effective recovery practices across secured and unsecured retail credit products.

Job Context

The National Collection Manager oversees regional and zonal collection teams managing multiple products and delinquency stages. This role demands an analytical mindset to interpret performance data, identify improvement levers, and execute corrective actions across the network. The role also requires continuous liaison with credit, risk, and product teams to drive collection strategies, monitor partner performance, and ensure cost optimization while maintaining customer experience and compliance standards

Challenges

• Ensuring consistent collection efficiency and governance across diverse regions, products, and customer segments.
• Managing vendor partners, field agencies, and legal stakeholders while maintaining process adherence and productivity.
• Balancing aggressive collection targets with ethical recovery practices and compliance expectations.
• Aligning regional operations with centralized performance dashboards and analytics-led decision-making frameworks.
• Adapting to evolving customer behavior, digital repayment patterns, and regulatory requirements in real time.
• 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)
  
  

Key Result Areas

Supporting Actions

Portfolio Performance & Efficiency

• Achieve target collection efficiency and ensure continuous reduction in delinquency and NPA ratios.
• - Implement early warning and predictive monitoring systems to identify stress accounts and mitigate slippages.
• - Monitor DPD movements across regions and recommend interventions for improving recovery rates.
  
  

Regional Governance & Team Management

• Drive performance of zonal and regional collection heads through regular reviews, target setting, and performance dashboards.
• Ensure adherence to standardized SOPs, incentive structures, and performance-linked processes across geographies.
• Facilitate skill development and leadership capability building among regional teams.
  
  

Vendor & Agency Management

• Establish governance framework for empaneled collection agencies, ensuring adherence to cost, quality, and compliance parameters.
• Drive periodic audits, performance scorecards, and penalty/reward mechanisms for external partners.
• Implement technology-enabled partner monitoring systems to enhance transparency and productivity
  
  

Process & Compliance Control

• Ensure 100% adherence to internal audit norms, RBI guidelines, and ABCL compliance standards across all regions.
• Regularly review operational process gaps and drive continuous improvement through automation and digital tools.
• Implement risk mitigation strategies and ensure data accuracy across reporting platforms
  
  

Analytics & Digital Integration

• Leverage collection analytics to design performance dashboards, predict recovery trends, and improve field productivity.
• Collaborate with the digital team to integrate tele-calling, digital payment links, and automated reminders for better efficiency.
• Ensure consistent MIS and business intelligence reporting to senior leadership for decision support
  
  

Stakeholder & Cross-functional Collaboration

• Work closely with Credit, Risk, Operations, and Legal teams to resolve policy, process, and customer-related challenges.
• Provide data-driven insights to senior management on portfolio trends and emerging collection risks
• Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)
  
  

Zonal Collection Manager - To lead and manage front-end collections operations for the assigned zone within Aditya Birla Capital's retail business. The role is responsible for achieving targeted collection efficiency, controlling early delinquency, and maintaining robust governance and compliance standards. It involves executing national strategies at the zonal level through effective leadership of regional and agency teams, optimizing cost structures, and leveraging analytics, digital tools, and process discipline to enhance portfolio performance and minimize credit risk

• 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

CEO – ABFL, Head – RCMB

NH STSL

HR dept

Marketing dept

IT dept

Risk dept

Operations dept

Head – Products & Process

Monthly

Weekly



Need Based/ Process Driven

Need Based

Need Based

Weekly

Weekly

Need Based/ Process Driven

Business MIS, review on new market development & progress on objectives

Review of channel expansion, sales strategies, client escalation cases and portfolio quality

Manpower Planning, Recruitments, Performance Reviews, Training, Talent Management

Marketing programs

Back-end/ systems support

Proposal evaluations, portfolio monitoring

Discussion on cross functional requirement, new cases sanctions, pricing and credit evaluation, joint meetings.

Client servicing issues, TAT reviews

Product Innovation, performance and market intelligence

External

• Collections agencies.
• Lawyers and enforcement officers.
• Peers in Industry
• Need based
• Monthly/ quarterly
• Need based
• Discussions on policy evaluation etc
• Reviews with lawyers and liaisoning with enforcement officers.
• Market intelligence, networking, etc
• 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