SUFYAN ALI

Regional Collections Manager – North (Telecollections & Recovery)
Aditya Birla Capital | New Delhi & Chandigarh | Sep 2023 – Present
From 11-Sep-23 to 31-Mar-25 Aditya Birla Finance Ltd.
(From 1-Apr-25 till Now Aditya Birla Capital Ltd. (Post Amalgamation)

• Currently based in New Delhi, leading Tele-collections for North India (Bucket-1) across secured and unsecured products (PL, BIL, STUL, STSL, Micro LAP, Digital & Partnerships).
• Managing a total team of 136 professionals including ACMs, CMs, tele-callers, field officers, team leaders, managers and support staff.
• Handled frontend field collections from May 2025 to April-2026 as part of the broader front-end portfolio.

Key Achievements in Tele-collections:

• Improved product performance through implementation of a smarter referral strategy based on deep data analysis.
• Strengthened field penetration by conducting geographical portfolio reviews and reallocating resources to high-potential areas.
• Elevated tele-collections efficiency by integrating structured governance and digital recovery tools, leading to reduced delinquency in Bucket-1.
• Enhanced customer engagement and resolution rates by blending call-centre insights with field strategies.
• Earlier, based in Chandigarh, built and scaled Recovery operations across Punjab, Haryana, Rajasthan, and Eastern UP.
• Successfully doubled the Recovery on Receivables (ROR), overseeing a portfolio worth ₹120 Cr with a team of 10–12 Collection Managers.
• Introduced legal enforcement tools to strengthen resolution timelines and compliance.
• Earned a fast-track promotion to Regional Collections Manager within 1.5 years due to consistent top-tier performance.

18-Mar-19 to 9-Sep-23

• Ranked among the Top 3 Portfolio Managers nationally in annual performance scorecards.
• Reduced Risk-30 bucket delinquency by 25% in one financial year through targeted strategies for regular payers and chronic defaulters.
• Lowered credit cost by minimizing incremental provisioning in high NPA segments through focused field efforts.
• Maintained zero delinquency in 60+ DPD for Infrastructure and Healthcare portfolios by fostering strong customer relationships and proactive complaint resolution.
• Reduced vendor dependency from 60% to 20% while maintaining high recovery standards, through deep portfolio analysis and efficient internal team deployment.
• Developed a robust issue-resolution system at the call center, accelerating query closure and positively impacting collection performance.
• Recognized as a Key Performer for 3 consecutive years (FY 2020–21, 2021–22, and 2022–23) for consistent excellence.

• Led the complete credit and collections portfolio for the zone, covering all delinquency stages from 1-day DPD to charge-off and legal recovery.
• Managed a large team of 43 personnel, including 9 direct team members and 35 outsourced field executives and tele-callers, across multiple locations.
• Directed end-to-end collections operations, including recoveries, settlements, and legal follow-up on chronic delinquent accounts.
• Negotiated with large corporate clients on disputed dues and successfully restructured repayment plans.
• Boosted zonal performance rankings from bottom tier to top position within 4 months through strategic governance and targeted initiatives.
• Spearheaded cost optimization by reducing acquisition and collection expenses via digital verification, paperless billing, and pre-due recovery strategies.
• Championed early digital adoption by rolling out a field collections app and contributing to company-wide 4G data penetration campaigns.
• Three-time recipient of the “Mega Star” award – the highest quarterly performance honor at the state level. Won the “Young Star” award twice for exceptional contributions to collections performance and team leadership.

• Owned and managed collections support processes including bill generation, printing, dispatch, delivery tracking, and customer complaints.
• Coordinated with multiple third-party vendors, including 1 print vendor, 1 dispatch/logistics vendor, and 5 courier agencies, along with internal associates.
• Ensured on-time delivery and complaint resolution to improve customer experience.
• Reduced customer billing complaints from 3% to under 1% through process optimization and quality control.
• Led early adoption of Green Billing (paperless) initiatives, saving cost and earning national recognition by winning a digitalization contest.
• Set a benchmark in transitioning from physical to digital processes within the support function.

• Managed end-to-end credit and collections processes for Vodafone’s customer base, focusing on timely recovery of overdue payments across multiple delinquency buckets.
• Conducted customer outreach via calls to negotiate repayment plans and resolve billing disputes, ensuring high customer satisfaction.
• Coordinated with internal teams and vendors to streamline collections workflows and resolve escalations promptly.
• Maintained detailed records of collections activity and updated management on portfolio performance and risk areas.
• Supported the implementation of collection strategies and process improvements to enhance recovery rates.