Job Description

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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 regional level, 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.

2) 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.

Business Workforce Number
(Max 254 Characters)

Unit Workforce Number
(Max 254 Characters)

Function Workforce Number
(Max 254 Characters)

Department Workforce Number
(Max 254 Characters)

Other Quantitative and Important Parameters for the job: Budgets/ Volumes/No. of Products/Geography/ Markets/ Customers or any other parameter

3) 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)

Organizational Context

Key Aspects:

• Part of the Aditya Birla Capital Limited, Aditya Birla Housing Finance Limited (ABHFL) is registered with the National Housing Bank as a housing finance company under the National Housing Bank Act, 1987. The company offers a complete range of housing finance solutions such as home loans, home improvement and home construction loans, balance transfer and top-up loans, loans against property and construction finance. The company acquired its license on 9th July 2014 and has aggressive growth plans.
• ABHFL has grown at a steady rate while reporting good asset quality despite challenges in the operating environment. While the industry is dominated by five large groups, there has been an emergence of segments like Affordable and self-employed borrowers, given the high potential in these segments. Despite increased focus by banks, HFCs have been able to maintain their share in the mortgage market. and is poised for rapid growth and plans to grow 5X (40,000 Cr) in the next 5 years. This shall take ABHFL within the top 5 percentile of HFCs in the country.
• The ABHFL Sales organization works broadly with 3 customer segments - retail (individual) customers, institutional customers (for retail and institutional loan consumers) and builders (for both retail tie-ups and construction finance), with a major share of the business coming from retail customers. Client segments can also be divided into Salaried and Self-employed, with both of these having very different preferences and needs.

Job Context

Key Aspects:

• The Risk & Compliance function carries out monitoring of client wise exposure and portfolio exposure to identify 'early warning signals' of stress and to minimize NPAs. Currently monitoring is done in association with Business Teams as RMG does not have presence at Branch level. It carries out over due loan recovery from defaulting clients in coordination with Business Teams.
• To enable enhanced business profitability through the effective management of the delinquent portfolio for Housing Finance

Job Role

• Manage the on-ground teams and agencies to ensure timely collection of cases across all buckets.
• Building and managing an engaged collections team that takes pride in their work.
• Recruiting, coaching and mentoring the team; identifying team goals and evaluating team progress.
• Implementation and management of all compliance, regulatory and other customer experience related norms during execution.
• Leverage alternate resolution mechanisms including legal to maximize collections & recoveries.
• Undertake regular & timely team reviews to help increase engagement levels and improving upon performance.
• Good negotiation skills to be personally able to convince delinquent customers to make payments on their overdue accounts.

Key Challenges

• . Understanding and exposure to Home loan & LAP products Lending collections dynamics.
• . Managing flow rates across buckets targeting month on month reduction of credit losses for respective region
• . Secured lending has lot of legality involved from legal process to complete documentation
• . Getting information from customer which can be shared with risk team to take calls in future deals
• . Managing team and keeping them motivated and their moral high all the time

Enabling Skill Sets & Qualifications

• Minimum 7-8-Yrs of experience in related field as Region In-charge/ location head. Exposure to Credit and other line function is desirable.
• Experience in managing outsourced agencies /vendors.
• Able to leverage legal tools to help improve collections efficiency
• An initiator with very high level of energy.
• Ability to conceptualize and effectively execute the various collections strategies
• Strong interpersonal skills and good team player.
• Excellent leadership, Analytical, Negotiation, influencing and communication skills.
• Market understanding and collections/Fraud techniques.

4) 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)

Manage the collections process at a regional level, streamlining operations and working to minimize the costs of default and bad debt

• 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
• 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 ABHFL as well as its customers
• Plan and implement periodic audits of the collections teams, ensuring their compliance with all relevant policies and regulations
• Coordinate with the legal team and senior management in the event of escalated cases to ensure compliance with relevant regulations

Liaise with internal and external agencies to drive the collections process in an efficient manner

• Review the status of outstanding collections on a periodic basis with in-house teams; plan and implement corrective action to ensure timely collections
• Oversee the selection process for external agencies, ensuring adequate training of the collections staff
• Liaise with external collections agencies to ensure collection of overdue debts in a timely manner
• Liaise with legal / law enforcement authorities on escalated cases to ensure a speedy recovery process

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 Manager/ Collection Officers - 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.

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 (Max 80 Characters)

Frequency

Nature (Max 1325 Characters)

Internal

• Team members in other Risk functions

• Risk Analysts

• Business Heads, Head Credit, Risk & compliance

• Other functional heads in Finance, OPS and IT
• CCRO

• Weekly/Monthly

• Weekly

• Need Based

• Need based

• Need based

• New policy formulation, discussions, credit proposals, Market information etc.
• Discussion on inter-dept. work, new cases sanctions, credit evaluation, joint meetings, etc.
• Discussion on inter-dept. work, new policy modifications, pricing and credit evaluation, etc.
• Work related discussions on a need basis
• Review of delinquent portfolio and recovery action thereof.

External

• Clients, Channel partners

• Corporate CRC teams

• Legal experts, consultants

• Peers in Industry

• Daily / Weekly

• Need Based

• Weekly / Monthly

• Need based

• Visits / discussions on portfolio.

• Reviews, case updates, exception reporting, etc
• Discussion on legal matters, recovery mechanism and updates, etc.

• Market intelligence, networking, etc