Team Leader - Tele Collections

Role overview

This position sits within Aditya Birla Capital Limited’s housing finance business, Aditya Birla Housing Finance Limited (ABHFL). ABHFL is registered with the National Housing Bank under the National Housing Bank Act, 1987 and provides a full suite of housing finance products, including home loans, home renovation loans, home construction loans, balance transfer and top-up loans, loans against property, and construction finance. The company received its license on 9 July 2014 and is pursuing ambitious growth plans, with a target to scale to 5X growth (₹40,000 crore) over the next five years, placing it among the top 5 percentile of housing finance companies in India.

The sales and collections ecosystem at ABHFL serves retail customers, institutional customers, and builders. Within retail business, the customer base includes salaried and self-employed borrowers, each with distinct needs and repayment behaviours.

Job context

The role is focused on managing tele-collections operations for bounced and non-banking cases, coordinating with partners, and ensuring that collection workflows run efficiently and in line with service expectations.

Key responsibilities

• Assign bounced and non-banking accounts to tele-calling partners in a timely and proactive manner.
• Build and monitor daily and weekly run-rate plans to achieve a 98% resolution efficiency target.
• Track service metrics and dialer parameters such as TOS, ACW, and related performance indicators.
• Oversee partner billing and workforce planning in line with the approved FTE strength.
• Share feedback on higher-bucket and flow cases so priority accounts can be handled quickly.
• Maintain accurate day-by-day payment updates in the system with zero tolerance for errors.
• Review payment tracking in banking files for cases where direct phone contact with the customer is not available.
• Support pre-delinquency management by identifying accounts before due dates and initiating preventive action.
• Use risk and customer trend analysis to identify accounts that require early intervention.
• Trigger digital reminders through IVR, WhatsApp, SMS, and email to inform customers about upcoming dues.
• Make reminder calls before due dates to ensure customers maintain sufficient funds in their accounts.
• Provide management with inputs on bounce trends emerging from pre-delinquency management activity.
• Study data patterns to better understand bounce ratios and account behaviour.
• Handle high-risk, high-value, and high-POS accounts with close attention.
• Visit high-risk value cases and high-POS accounts to assess business status, property status, and the customer’s current profile.
• Escalate stressed accounts to management appropriately.
• Support process improvement through process mapping, data gathering, and timely feedback loops.
• Use survey tools and team discussions to collect information needed for performance, timeliness, and customer satisfaction improvements.
• Help establish performance standards and share recommendations with the team on a regular basis.
• Ensure timely recommendations are captured and developed in the system.

Requirements

• Prior experience in collections within the housing loan domain.
• Graduate degree.
• Ability to frame key result areas and supporting actions for the role, with a focus on measurable outcomes.

Additional information

The job description also references the need to monitor agreed SLAs, partner billing, workforce management, and reporting accuracy. It emphasizes strong coordination with internal and partner teams, structured tracking of customer payment behaviour, and disciplined follow-through on system updates and case management.

Process improvement expectations

The role includes identifying ways to improve process quality, timeliness, and customer satisfaction by gathering data, defining standards, collecting feedback, and using the insights to strengthen team execution.