Lead - Business Collections (Early Delinquency Management)

LEAD - BUSINESS COLLECTION Role Profile - LEAD BUSINESS COLLECTION Page Break ROLE SPECIFICATION Role Title LEAD BUSINESS COLLECTION Employee Interviewed Reports To Head Collection-Business & Personal Finance Company Muthoot FinCorp Limited Function/Department BPF / Collection Written By Approved By (Jobholder) Approved By (Immediate Superior) Date (Written On) ROLE SUMMARY (PURPOSE) - To own and manage Early Delinquency Collections [1 to 30 DPD including FPD] for Unsecured portfolio across Pan-India. Build a strong tracking and alert mechanism and ensure timely highlighting of delinquency to Zonal / Regional / Area Collection Managers and Branch Managers for preventive action and containment of forward flow. ORGANIZATIONAL CHART KEY RESPONSIBILITIES EDI & 1-30 DPD Management Own EDI bucket collection - Day 1 to Day 30 including First Payment Default [FPD] Drive 1 DPD resolution strategy to prevent roll-forward - Focus on First Time Bouncers, Technical Bounces vs Intent Bounces Define tele-calling strategy, field visit triggers, and digital nudges [SMS/IVR/WhatsApp/UPI link] for EDI resolution Ensure 100% allocation of EDI cases within T+1 and 95%+ calling coverage within T+2 Monitor Resolution %, Roll-back rate, Normalization rate, Collection Efficiency at 1-10, 11-30, 31-39 bands Tracking & MIS Mechanism Create and publish Daily EDI Dashboard at Pan India / Zone / Region / Area / Branch / BM / Agency level Build tracking cuts: DPD Band, Product, Vintage, Sourcing Channel, FPD vs Non-FPD, Bounce Reason, PTP Status, FOIR Bracket, Geography Build automated alert mechanism - Mailer to concern stake holders for high risk area and branches: - FPD > threshold, - Same-day bounce in >2 products, - Repeat bounce in same month, - PTP breach Maintain PTP tracker and promise-kept % monitoring Fraud Risk Management Application Fraud- Identity fraud, Document forgery, Income/Financial fraud, Synthetic identity, Bureau manipulation Collateral Fraud. Title fraud, Double mortgage, Valuation inflation, Benami Transactions Transaction Fraud. Loan stacking, Money mule, Account takeover, Collection fraud Build Fraud Rulebook and Fraud Score in BRE. Highlighting & Stakeholder Governance Publish Daily Highlight Mail Top delinquent Branches / Areas / Regions, High ticket EDI, FPD cases requiring BM intervention Conduct Daily Huddle with Zonal / Regional Managers on EDI inventory, PTP due for day, Previous day un-resolved Escalation matrix: BM intervention for >15 DPD, Area Manager for >25 DPD & FPD, Regional intervention for repeat defaulters Coordinate with Credit / Sales for FPD feedback - income mis-representation, fraud suspicion, address mismatch Process & Compliance Ensure 100% adherence to RBI Code of Conduct, Do-Not-Harass policy, Call recording audit Identify EWS indicators from EDI behaviour - cashflow stress, intent issue, and feed to Credit Policy team for cut-off review Drive digital collections - Payment link, Auto-debit retry logic, BBPS KEY INTERACTIONS Internal Stakeholders External Stakeholders Sales ,BB business, recovery, legal vendors KEY ROLE DIMENSIONS Geographical Coverage- Portfolio - Customer Base Team Size Pan India 400 Cr 75000 15-20 KEY SKILLS & BEHAVIOURAL ATTRIBUTES Key Skills- Strong in MIS [Advanced Excel, Quick Sight /Power BI, SQL basics], Tele-collections operations, Agency management EDUCATION / EXPERIENCE Experience: 6-9 years in Unsecured Collections, with at least 3 years in EDI / 0-30 / FPD management at Pan-India / Zonal level in NBFC / Bank / Fintech