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

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
• 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