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

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.

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