Sep 2019 – Feb 2021 · 1 yr 5 mos · Greater Delhi Area

Apr 2018 – Sep 2019 · 1 yr 5 mos

Dec 2014 – Apr 2018 · 3 yrs 4 mos

Apr 2013 – Dec 2014 · 1 yr 8 mos · Bengaluru, Karnataka, India

Jun 2011 – Apr 2013 · 1 yr 10 mos · Greater Delhi Area

• Job Profile:- To manage the Insurance Retention & Sales processes for the organization with a manpower of 225 CSR’s,5 Asst Manager’s & 20 Team leaders.
• Processes to be managed:
• 1. Bharti Axa Life Insurance (Insurance Retention).
• 2. IOCL (Indian Oil Corp Ltd):- Customer complaints & services.
• 3. TimesJob.com (Resume Writing & profile verification- Sales).
• 4. SBI (Plat 5): Holiday Packages-Sales.
• 5. HHPL (Holidays Heritage Pvt Ltd): Holiday packages-Sales.
• 6. Intel Virtual Soft: Lead generation process for the laptops & PC’s installed with Intel processors.
• Revenue Generation: - To generate maximum revenue for the organization by closely monitoring the proceedings of business, taking corrective actions to ensure the effectiveness of the same & come up with the desired results. This also includes creating & grabbing the chances of widening the current business by giving the results as per client’s expectations.
• Receivable Management: - A close watch on the financial inflow for smooth functioning of system by tracking expected cash receivables from the client & creating a clean path for the same in order to avoid undesirable obstacles due to financial constraints. This includes timely delivery of business bills to client & earliest disbursal of the same with rigorous follow-up.
• Level down Empowerment: - Empowering a level down in the areas where they could use their resources more effectively & efficiently with a lot more authority.
• . Team Performance Review: - Regular review of team performance with the supervisors & their respective teams with the action plan for the week/month.

Aug 2010 – Nov 2011 · 1 yr 3 mos

• To manage recoveries for ICICI credit cards for V2 (7 to 12 Bkts) & V4 (18 to 24 Bkts).
• To manage a team of 4 Supervisors, 40 FOS & a telecalling & skip tracing team, with proper management of data being provided for the recoveries for the month which includes proper allocation of cases among the FOS as per zones & regions for proper utilization of data, target setting for the team.
• To ensure that entire process is running as per compliance, guidelines as been downloaded by the bank & maintaining the values of organization. Entire focus is to ensure the continuous improvement in the performance in order to stabilize & strengthen the process.
• To ensure the proper recon of receipt books as per the compliance, with 100% feedback upload at ICICI bank’s portal.
• Regular interaction with bank officials over disputed cases & required follow up on the approval status of cases forwarded to bank.
• KRA’s:-
• To ensure process performance & meeting SLA’s.
• Ensure absolute deliverance of billing for the month.
• Performance Reviews with team on dialer productivity, field tracing & online skip tracing.
• Client management & timely whistleblowers for the process.

Sep 2009 – Aug 2011 · 1 yr 11 mos

•  To manage collections for Bkt 0 & 1of Personal loans, Sales Finance (Consumer Durables) & Home loans. Also to manage is the customer verification process for new loans applicants.
• To handle dedicated tele calling unit of 3 Asst Managers, 15 team leaders, 150 telecallers to achieve the required collection target, with regular reviews of team performance covering every individual of the process.
• To focus on roll rates as per defined in the SLA.
• To ensure the manpower tracking & accurate billing of the process.
• To keep attrition of the process under control.
• To ensure the process operates as per the compliance, guidelines as per set by the organization or on client requirement over important points on COC (Code of Conduct), Information Security etc.
• Regular reviews with the quality team in order to ensure that collections of the process go in sync with the quality of the process, with identification of top defects/violations of the process as well as top defaulters.
• To ensure regular trainings scheduled for the team members as per their performance in previous month/quarter taking productivity, quality & dialer metrics as key inputs.