Garima Tyagi

CEO

Delhi, India19 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

19+ years in collections and operations leadership
Expert in managing large-scale call center operations
Proven track record in driving recovery and resolution targets

Stackforce AI infers this person is a Fintech Collections and Operations Leader with extensive experience in managing large-scale teams.

Contact

Skills

Core Skills

Collections ManagementOperations LeadershipOperational Excellence

Other Skills

Vendor ManagementMISTeam ManagementAnalyticsCredit CardsBankingPortfolio Management

About

I am a results-driven Collections and Operations Leader with extensive 19+ years experience in managing large-scale teams and driving performance in Personal Loans (PL) ,Merchant Loan (ML) and Buy Now Pay Later (BNPL) sectors. My expertise includes building and leading a 700+ seat Call Center to manage 6.5+ lakh delinquent accounts while optimizing operations across productivity, forecasting, and manpower planning. I have a proven track record in driving monthly recovery and resolution targets, leveraging analytics to design and implement digital, calling, and field referral strategies. As a mentor to key leaders, I focus on team growth, efficiency improvement, and regulatory compliance while contributing to business profitability by tracking key metrics such as Flow Rates, GCL, NCL, and Cost of Collections. My leadership fosters a high-performance culture, driving operational excellence across all levels of the organization.

Experience

19 yrs 1 mo

Total Experience

3 yrs 2 mos

Average Tenure

5 yrs 3 mos

Current Experience

Paytm

2 roles

Assistant Vice President Head of call center

Promoted

Jun 2025 – Present · 11 mos · Noida, Uttar Pradesh, India · On-site

Call Center Head and National Collection Manager at Paytm, overseeing collections for a ₹11,500 Cr personal loan portfolio, Merchant Loan ₹4800 Cr portfolio and a ₹3,000 Cr/month BNPL business. I manage a 700+ seat outbound call center handling over 6.5 lakh delinquent accounts across all DPD buckets pan-India. My role involves driving strategy across digital, telecalling, and field channels; optimizing recovery using analytics; ensuring regulatory compliance; and partnering with product and tech teams to improve collections infrastructure and performance.

Vendor ManagementMISTeam ManagementAnalyticsCollections ManagementOperations Leadership

GM

Feb 2021 – Jun 2025 · 4 yrs 4 mos · Noida, Uttar Pradesh, India · On-site

Managing collections across all delinquency buckets PAN India, with a strong focus on driving efficiency
and operational excellence. Leading collection operations for (₹11,500 Cr) Personal Loan portfolio and
(₹3,000 Cr/month) BNPL business. Overseeing a 700-seat call center handling over 6.5 lakh delinquent
accounts. Directing a team of 20+ tele-calling and field collection professionals, leveraging analytics-driven
strategies to maximize recovery and resolution outcomes.
Key Achievements:
Leadership: Spearheaded a team of Collection Managers to deploy effective dialer strategies, enhancing collections efficiency across multiple sites.
Vendor Management: Skilled in onboarding new vendors, from contract execution to aligning operational activities and managing escalations.
Process Optimization: Collaborated with Product and Technology teams to innovate and enhance process capabilities, including leading successful UATs for project launches.
Customer Support: Excelled in providing first-line support for RBI and customer grievances, ensuring swift resolution with minimal turnaround time.
Training & Development: Initiated and conducted comprehensive training programs, refreshers, and call calibration sessions to elevate team performance.
Team Building: Fostered a vibrant work environment that encourages development and motivates high performance among team members.
Current Projects:
Actively involved in the development and implementation of an in-house dialer project, aiming to streamline operations and improve customer engagement.

Vendor ManagementAnalyticsTeam ManagementCollections ManagementOperational Excellence

Clix capital

Senior Manager

Jul 2019 – May 2020 · 10 mos · Gurgaon, Haryana, India · On-site

Established and managed a nationwide digital and tele-calling call center, ensuring high productivity through meticulous control and system analysis.
Accountable for managing roll rates, recovering overdue payments, and optimizing the cost of collections for early-stage loans.
Successfully liaised with partners for financial reconciliation and efficient collection of payments from customers.

Optimum infosystems private limited

Business Analyst

Feb 2019 – Jul 2019 · 5 mos · Gurgaon, Haryana, India · On-site

Managed global vendor operations and conducted data analysis for Google India, optimizing financial management and operational efficiency.
Oversaw PO funds, conducted cost analysis, and tracked input-output to forecast vendor performance accurately.
Streamlined forecasting, capacity planning, and utilization, enhancing reporting processes.
Regularly audited key financial and operational data, ensuring adherence to standards and completion of tasks.

Capital first limited

Manager

Sep 2018 – Feb 2019 · 5 mos · New Delhi Area, India · On-site

Managed a team of 345 agents and 4 managers in an outsourced call center, overseeing operational strategy and training.
Strategized collection efforts based on dialer efficiency to achieve daily targets and enhance customer engagement.
Analyzed delinquency reports and collaborated with cross-functional teams to address customer issues promptly.

Vodafone

Deputy Manager ,Call Center Manager

May 2015 – Sep 2018 · 3 yrs 4 mos · Greater Delhi Area · On-site

Directed outbound call center activities, optimizing 0-30, 30-60, and recovery buckets.
Designed innovative collection strategies, enhancing dialer efficiency for optimal calling processes.
Analyzed delinquency reports to refine targeted strategies and improve customer experience.
. Managed dunning processes, including limit segmentation and retention campaigns, to minimize
churn and initiated Lok Adalat sessions for settlements,
maintaining a zero-defect compliance record.

Ge capital

3 roles

Worked as Senior Executive, Performance and Report Analyst ,SBI Loans Project

Dec 2009 – Apr 2013 · 3 yrs 4 mos

Managed daily data sharing with 13 LHO for SBI Loans Project, ensuring timely and secure communication.
Analyzed Dialer performance and created Dialer Callable table for SBI Loan project.
Published MIS & Reports for stakeholders, maintained portfolio and team performance, and organized organizational activities and events.

Worked as Assistant Manager,Telecalling Manager Early stage Telecalling for SBI Cards

Aug 2006 – Apr 2015 · 8 yrs 8 mos

Managed a North Hub 30 DPD portfolio with a team of 24, achieving the lowest attrition.
Conducted in-depth analysis of dialer penetration and agent productivity to refine collection strategies.
Oversaw the allocation of portfolios based on customer segmentation and planned daily resolution rates.

Executive Team Leader, Collection, SBI Cards

Aug 2006 – Dec 2009 · 3 yrs 4 mos

Managed a team of 15 people to handle Backflow portfolio for North Hub 60 DPD with lowest attrition.
Analyzed daily dialer penetration, tracked agent productivity, and provided valuable inputs for strategy fine-tuning.
Allocated portfolios based on customer segmentation, planned daily resolution rate, and maintained team performance reports.

Icici bank

Customer Service Executive

Jan 2006 – Aug 2006 · 7 mos · Greater Delhi Area · On-site

Worked as a Customer Service Executive, ICICI BANK LTD
Dealt with Personal loan & loan corporate clients and walk in customers.
Handled escalation cases who have availed the loans and helping out to solve their problems pertaining to their Loan Account
Generate daily agency feedback & MIS.