ఉద్యోగ వివరణ

Role overview

This position is responsible for improving recovery outcomes in the earliest overdue buckets for regional retail and digital portfolios. The aim is to support expected credit loss provisioning targets while keeping non-performing assets as low as possible, in line with company policies and collection strategy.

Business details

Business: Financial Services

Unit: Aditya Birla Capital Ltd.

Location: Mumbai, Maharashtra, India

Function: Collections

Department: Retail Lending & Collections

Designation: ATM (Area Tele-Calling Manager)

Manager level: Centre Manager – tele-collections

Job ID / position number: 00164332

Updated on: 25 March 2026

Scope of the role

The role covers front-end collections management for a zone, with responsibility for tele-calling center operations and coordination with field referral support where required. The portfolio size is approximately 5,000 to 7,500 accounts across retail and digital products.

The expected outcomes include ECL saving improvement of 200–300 bps by FY21 and a 30% improvement in cost efficiency.

Purpose of the job

The job exists to ensure early-stage delinquency is resolved quickly and accounts are brought back to normal status, especially in the front-end bucket. This helps protect credit quality, reduce losses, and support the collections approach adopted by ABCL.

Job context

Aditya Birla Capital Limited is a lending-focused NBFC registered with the RBI as a systemically important, non-deposit-taking entity. The organisation has a pan-India presence and offers lending products across retail, HNI, MSME, and mid to large corporate segments, along with wealth management services.

The collections function monitors customer and portfolio exposure to spot early warning signs of stress, prevent slippages, and recover overdue amounts from customers who are either financially stressed or intentionally avoiding repayment. The front-end tele-collections team serves as the first line of defence against bad loans and write-offs, particularly for accounts that are 1–30 days overdue (B1 bucket).

This team works closely with collections strategy on automation, AI-driven allocation models, and man-machine allocation planning to reduce operating costs. Most cases are expected to be resolved through tele-collections centers, with field agencies used for exceptions where needed.

Key responsibilities

Lead front-end collections for the zone and steer recovery performance across retail products.
Track delinquent accounts closely and take action to reduce credit losses.
Improve resolution rates in the earliest overdue bucket and help deliver the targeted 200–300 basis point uplift in front-end collections.
Control and reduce the cost of collecting overdue dues.
Review delinquent portfolios every day and guide location-wise strategy to keep operations aligned across all locations in India.
Share timely inputs with management and cross-functional stakeholders such as Sales, Risk, and Policy teams on delinquency patterns, negative geographies, negative profiles, non-starters, skips, fraud cases, and other collection risks.
Help build a strong MIS framework and supporting processes to automate and manage collection activity more effectively.
Manage tele-collection agencies, including performance alignment and motivation to achieve results.
Ensure adherence to company code of conduct, regulatory rules, and internal compliance requirements.
Carry out checks to confirm the unit remains audit-compliant and follows approved procedures.
Resolve operational customer and vendor issues to reduce escalation to senior management, regulators, or legal authorities.
Guide, coach, and monitor the outsourced tele-calling team.
Coordinate actively with Operations, Strategy, and Field Referral teams.

Working relationships

Internal stakeholders include the Collections Strategy Head for pre-delinquency scoring, base allocation strategy, referral calendars, and performance updates; Credit and Underwriting teams for early mortality and front-end performance updates; and Business Heads for periodic business reviews.

External interaction primarily involves call centers and tele-collection vendors. This requires daily hourly-level monitoring of vendor performance, identification of strong talent within the tele-collection setup, and review of dialler strategies and output.

Reporting structure

Reported to position title: SH-NCH-TeleColl-Ret Coll-Mum

Manager designation: Centre Manager – tele-collections

Additional information

This job description is meant to document the business unit, position scope, reporting relationship, and major accountabilities. The original record also notes that sign-off details for the job holder and reporting manager should be maintained in the organisation’s records.

Organizational relationship details, direct report purpose statements, and approval/signature fields were referenced in the source document but not fully populated there.

Organisation details

Company: Aditya Birla Capital