1) Job Purpose:
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.
Key Result Areas
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
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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
5) Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each
report)
Collections Officer/ Relationship Officer: To manage the collections process for a set of
delinquent accounts within a location, working with non-performing defaulting borrowers to
create optimum recovery solutions.
6) 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
Regional Collections Manager,
Collection Officers, Agency
Managers
Daily / regular Portfolio update and alignment of strategy and
activities
Credit/ Policy Teams Weekly Updation of Collections Cases, MIS, Bounce
details etc. Updates on policy changes.
Legal Team As needed Escalations, customer complaints
External
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Collections Agencies and Vendor
Partners
Regular Visits / discussions on portfolio; Reviews, case
updates, exception reporting
Customers As needed Escalations and follow-ups.
7) 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.
NCH –Recovery
RCM-Recovery
ACM
CM
CO