Experience

FREED

• India
• Financial Services
• 1 - 100 Employee

• Manager - Customer Service

  • Dec 2022 - Present

  Gurugram, Haryana, India



Faircent

• India
• Financial Services
• 100 - 200 Employee

• Zonal Collection Manager - North

  • May 2022 - Dec 2022

  Gurugram, Haryana, India  Setting up and managing Inhouse Tele-Collections & Field team / Agencies for North Zone.  Attain behavioural understanding of all stakeholders (borrowers - collections - lenders) and calibrating different tools and methods to create cost effective collection strategy for Faircent’s AUM and lender partners.  Responsible for controlling the roll rates and recovery of overdues from the delinquent pool & controlling bucket wise delinquencies.  Managing the NPA along with cost of… Show more  Setting up and managing Inhouse Tele-Collections & Field team / Agencies for North Zone.  Attain behavioural understanding of all stakeholders (borrowers - collections - lenders) and calibrating different tools and methods to create cost effective collection strategy for Faircent’s AUM and lender partners.  Responsible for controlling the roll rates and recovery of overdues from the delinquent pool & controlling bucket wise delinquencies.  Managing the NPA along with cost of collections.  Working closely with top management - rendering assistance on business plan, strategy, and decision making.  Publish key management information and collection scorecards on a regular basis to support business direction.  Liaise with the Legal team regarding chronic cases and ensure timely resolution Ensuring prompt & effective resolution of queries / grievances of customers as well. Show less



Lendbox

• India
• Financial Services
• 1 - 100 Employee

• Senior Manager - Collections ( Digital Lending )

  • Oct 2020 - Apr 2021

  New Delhi, Delhi, India  Managing end-to-end collections for the unsecured lending business across north zone.  Ensuring contingency plans for manning the collections team.  Portfolio risk assessment & legal recourse.  Setting up robust fraud management and operations practices to reduce delinquency ratios.  Appointing, managing & developing collection agencies as well as in-house team to ensure smooth collections.  Liaise with the Legal team regarding chronic cases and… Show more  Managing end-to-end collections for the unsecured lending business across north zone.  Ensuring contingency plans for manning the collections team.  Portfolio risk assessment & legal recourse.  Setting up robust fraud management and operations practices to reduce delinquency ratios.  Appointing, managing & developing collection agencies as well as in-house team to ensure smooth collections.  Liaise with the Legal team regarding chronic cases and ensure timely resolution Show less



Repegon Technology Private Limited

• Collections Manager ( Digital Lending )

  • Oct 2019 - Oct 2020

  Gurgaon, India  To successfully plan, structure, lead and manage the collections of instant digital personal loan portfolio having PAN India penetration.  Ensure timely achievement of collection targets by formulating & executing collection strategies.  Recruit, hire, train and evaluate inhouse collection executives / agencies to ensure sufficient quantity and quality to handle the workload.  Liaise with the Legal team regarding chronic cases and ensure timely resolution.  Preparing… Show more  To successfully plan, structure, lead and manage the collections of instant digital personal loan portfolio having PAN India penetration.  Ensure timely achievement of collection targets by formulating & executing collection strategies.  Recruit, hire, train and evaluate inhouse collection executives / agencies to ensure sufficient quantity and quality to handle the workload.  Liaise with the Legal team regarding chronic cases and ensure timely resolution.  Preparing daily/weekly/Monthly and Qtly. MIS reports, used by management to check team's productivity.  Responsible for structuring the incentives to motivate FOS for augmented results Show less



Bajaj Housing Finance Limited

• India
• Financial Services
• 700 & Above Employee

• Area Collections Manager ( HL / LAP )

  • May 2018 - Feb 2019

  Rajasthan, India  Responsible for handling the collections of rural secured portfolio (HL/LAP) across the state of Rajasthan with 100% net resolution.  Portfolio risk assessment & related legal recourse.  Make personal visits to high ticket size and problematic cases, as necessary.  Analysing potential problematic cases and address them accordingly.  Review cases under litigation.  Liaise with the Legal team regarding chronic cases and ensure timely resolution.  Successfully achieved… Show more  Responsible for handling the collections of rural secured portfolio (HL/LAP) across the state of Rajasthan with 100% net resolution.  Portfolio risk assessment & related legal recourse.  Make personal visits to high ticket size and problematic cases, as necessary.  Analysing potential problematic cases and address them accordingly.  Review cases under litigation.  Liaise with the Legal team regarding chronic cases and ensure timely resolution.  Successfully achieved and maintained the net resolution of 100% in Bucket X month on month.  Recruit, hire, train and evaluate collection executives to ensure sufficient quantity and quality to handle the workload. Show less



IIFL (India Infoline Group)

• India
• Financial Services
• 700 & Above Employee

• Area Collections Manager ( Commercial Vehicles )

  • Oct 2016 - May 2018

  New Delhi, Western U.P. & Uttaranchal  Lead and manage the team of In-house field collection executives in the region for Collections in Commercial Vehicle segment from Bucket 0 till Write Off.  Managing the portfolio of around 2500 cases with 147 Crores of outstanding spreading across Delhi, U.P. and Uttaranchal.  Review and monitor the collection performance and repossessions for the region on a regular basis.  Ensuring contingency plans for manning the collections team.  Analysing potential Non-Performing… Show more  Lead and manage the team of In-house field collection executives in the region for Collections in Commercial Vehicle segment from Bucket 0 till Write Off.  Managing the portfolio of around 2500 cases with 147 Crores of outstanding spreading across Delhi, U.P. and Uttaranchal.  Review and monitor the collection performance and repossessions for the region on a regular basis.  Ensuring contingency plans for manning the collections team.  Analysing potential Non-Performing Assets and address them accordingly.  Review cases under litigation. Show less



Janalakshmi Financial Services

• India
• Banking
• 700 & Above Employee

• Collections Manager ( Group & Individual Loans )

  • Jan 2015 - Oct 2016

  Western U.P. & Uttaranchal KEY DELIVERABLES  Responsible for handling collections for bucket 0 till write off across Western U.P. and Uttaranchal for Retail Financial Services (Small Group loans and Individual Loans).  Managing the portfolio of around 1.32 Lac cases with 187 Crores of outstanding spreading across 13 branches in the region, with the help of approximately 140 collection executives.  Ensure a complete and correct allocation download to all the collection executives.  Implementation of… Show more KEY DELIVERABLES  Responsible for handling collections for bucket 0 till write off across Western U.P. and Uttaranchal for Retail Financial Services (Small Group loans and Individual Loans).  Managing the portfolio of around 1.32 Lac cases with 187 Crores of outstanding spreading across 13 branches in the region, with the help of approximately 140 collection executives.  Ensure a complete and correct allocation download to all the collection executives.  Implementation of key collection tools and to ensure that collection from all the batches is done within the collection cycle.  Assisting the collection executives in the field whenever and wherever necessary.  Analyzing the future requirements of the portfolio in terms of manpower required and current capacity to meet the demand.  Conducting surprise audits & quality control exercises on the collection executives in order to confirm compliance with the procedures laid down by the organization.  To see that customer grievances are addressed promptly.  Liaising with the Police Authorities in snatching cases. NOTABLE ATTAINMENTS  Successfully achieved and maintained the resolution rate of 99.91% in Bucket 0.  Increased the customer attendance from 65% to 70% during the collection cycle.  Reduced the Portfolio at Risk by 11%. Show less



Fullerton India Credit Company Ltd.

• India
• Financial Services
• 700 & Above Employee

• Collections Manager ( LAP/SME/PL/TW/UC )

  • Mar 2013 - Jan 2015

  New Delhi & NCR KEY DELIVERABLES  Responsible for handling 30+DPD portfolio of Delhi & NCR across products (Personal Loan, Two-Wheeler, Mortgage and Used Car).  Deciding monthly allocation logic and allocation strategy for the respective bucket. Also monitoring allocation process and downloading of allocation to the field representatives.  Coordinating with Credit & Sales for maintaining quality of the portfolio.  Coordination with centralized & local legal team for efficient collection on… Show more KEY DELIVERABLES  Responsible for handling 30+DPD portfolio of Delhi & NCR across products (Personal Loan, Two-Wheeler, Mortgage and Used Car).  Deciding monthly allocation logic and allocation strategy for the respective bucket. Also monitoring allocation process and downloading of allocation to the field representatives.  Coordinating with Credit & Sales for maintaining quality of the portfolio.  Coordination with centralized & local legal team for efficient collection on case to case basis especially in Mortgage product.  Managing collection system and reviewing trails, doing a review with agencies regarding the same on daily basis.  Ensuring that targets are being achieved and if needed, go for direct interaction with customers for settlements and other queries.  Keeping a track of various fraud related MIS & trends and training the collection agencies accordingly.  Structuring the incentives for motivating agencies & CAS so that they can deliver to the best of their abilities. NOTABLE ATTAINMENTS  Maintained the desired resolution rates and delinquencies across products.  Successfully passed the central collection audits. Show less



Omega Business Solutions Pvt. Ltd.

• Collections Manager ( LAP/HL/PL/SME/TW/AUTO )

  • Jul 2010 - Mar 2013

  New Delhi & NCR KEY DELIVERABLES  Responsible for managing Regional Branch Office setup for North in New Delhi.  Accountable for structuring of In-house collection executives and Team Leaders covering entire Delhi / NCR along with Tele callers.  Managed collections for all the products (Personal loans, Two-Wheeler loans, Loan against property, Home loans, Auto /Commercial vehicle loans and Credit Cards) on behalf of ICICI Bank.  Close Monitoring, Regular Training to Supervisors and FOS &… Show more KEY DELIVERABLES  Responsible for managing Regional Branch Office setup for North in New Delhi.  Accountable for structuring of In-house collection executives and Team Leaders covering entire Delhi / NCR along with Tele callers.  Managed collections for all the products (Personal loans, Two-Wheeler loans, Loan against property, Home loans, Auto /Commercial vehicle loans and Credit Cards) on behalf of ICICI Bank.  Close Monitoring, Regular Training to Supervisors and FOS & smooth co-ordination with them so as to ensure desired out put on the Portfolio.  Conducting daily performance reviews of the collection team.  Ensuring prompt & effective resolution of queries / grievances of customer as well.  Conducting regular as well as surprise receipt audits.  To ensure daily cash and cheque reconciliation and deposition of the same in 24 hrs.  Attentively imparting training to In-house collection team on a monthly basis for improving their communication skills, updating them with new policies of the organization and seeing that the code of conduct is followed on field.  Actively managing the structuring of incentives in a manner that FOS are motivated & deliver to the best of their abilities.  Also responsible for Administrative and Operational activities of the Regional Branch office. NOTABLE ATTAINMENTS  Successfully structured the entire collection team for Delhi/NCR along with the regional branch office setup and operations.  Maintained the desired resolution rates and delinquency across products. Show less



Indiabulls Group

• India
• Financial Services
• 100 - 200 Employee

• Manager – Risk Containment Unit

  • Aug 2007 - Feb 2010

  New Delhi & NCR KEY DELIVERABLES  Looked after pre disbursal and post disbursal sampling (sampling the portfolio both new and old on pre disbursal and fresh post disbursal stage to access any developing trends and implement suitable prevention policies in time and prevent negative sourced applications to enter the system).  Developing and enhancing risk mitigating mechanisms like mystery shopping, seeding, pre/post screening, help-lines, etc. and using trends to suitably enhance risk based policies… Show more KEY DELIVERABLES  Looked after pre disbursal and post disbursal sampling (sampling the portfolio both new and old on pre disbursal and fresh post disbursal stage to access any developing trends and implement suitable prevention policies in time and prevent negative sourced applications to enter the system).  Developing and enhancing risk mitigating mechanisms like mystery shopping, seeding, pre/post screening, help-lines, etc. and using trends to suitably enhance risk based policies and timely implementation of preventive mechanisms.  Actively managed operations and all risk control activities across branches in Delhi & NCR including all products (Personal Loans/Home loans/Business loans/Commercial vehicle Loans).  Controlling outsourced agencies to obtain optimum results & liaising with police and other civil authorities to create a fraud free, business friendly environment for company growth.  Updating the management with the latest fraud trends and various market feedbacks and also ensuring process implementation for risk control.  Conducting periodic audits & quality control exercises on existing external agents of the organization in order to confirm compliance with the procedures laid down by the organization.  Random employee checks and measures were integral part of the process.  Strengthening and formalizing interaction between the business, credit operations and the risk teams to ensure fruitful exchange of ideas, intensify subject matter expertise and enhance effectiveness of both policy development and process execution. NOTABLE ATTAINMENTS  Fraud savage of approximately 50 Cr. / month across Delhi & NCR by Risk containment unit’s activities.  Successfully conducted collection manpower and yard audits across North India.  Actively done Branch Audits for North region.  Developed and managed the Risk Containment Unit of Delhi / NCR single handedly and delivered the desired results. Show less



citifinancial

• Financial Services
• 200 - 300 Employee

• Assistant Manager – Collections ( Personal Loans )

  • Mar 2005 - Aug 2007

  New Delhi & NCR KEY DELIVERABLES  Looked after 30+ collections for personal & auto Loans (New Delhi & NCR) as a cluster manager.  Monitoring allocation process and downloading allocation to the field representatives.  Actively managed the collection system and trails review with the collection agencies on daily basis.  Maintaining and updating daily MIS for monitoring the work progress and ensuring that targets are being met regularly as per the DRR.  Ensuring that targets are being… Show more KEY DELIVERABLES  Looked after 30+ collections for personal & auto Loans (New Delhi & NCR) as a cluster manager.  Monitoring allocation process and downloading allocation to the field representatives.  Actively managed the collection system and trails review with the collection agencies on daily basis.  Maintaining and updating daily MIS for monitoring the work progress and ensuring that targets are being met regularly as per the DRR.  Ensuring that targets are being achieved by end of the month and if needed, go for direct interaction with customers for settlements and other queries.  Conducting periodic audits & quality control exercises on existing external agents of the organization in order to confirm compliance with the procedures laid down by the organization.  Actively imparting training to vendor personnel on monthly basis for improving their communication skills and regularly updating them with new policies of the organization and to see that the code of conduct is followed on field.  Keeping a track of various fraud related MIS & trends and training the collection agency accordingly.  Structuring the incentives for motivating agencies & CAS so that they can deliver to the best of their abilities. NOTABLE ATTAINMENTS  Attentively looked after (30+) Collections for Personal & Auto Loans (New Delhi & NCR).  Maintained the desired resolution rates across buckets.  Assisted the East division in Kolkata in setting up of extensive collection infrastructure.  Liaising with the insurance companies to settle the claims of theft & accidental vehicles for Auto loans. Show less