Adnan Iftekhar Khan
Bangalore
Summary
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Team Leader
Rupifi
Bangalore
10.2023 - Current
- Responsible for Managing the day-to-day operations of more than 10+ employees
- Managing both unsecured and secured product collections.
- Ensuring maximum agents strength on a daily basis.
- Plan and manage leaves/breaks in the team to ensure smooth workflow.
- Allocating the assignment to the collection executive through the mail, Uploading the cases to the company collection portal (Ameyo), and regularly monitoring the efforts of the agents by regularly retrieving the calling feedback and attempts.
- Conducting Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities on regular basis.
- Ensure the team is 100% knowledgeable on the process and that all updates are communicated in a systematic way.
Team Lead
Zetwerk
Bangalore
07.2023 - 09.2023
- Monitored accounts receivable report, checking for late, delinquent, or missing invoices, and payments.
- Researched customer billing issues and resolved problems to facilitate receipt of overdue monies and promote good customer relationships.
- Worked closely with internal teams to resolve customer billing and payment issues.
- Examined customer payment history and coordinated collections arrangements.
Senior Team Leader
Navi
Bengaluru
09.2022 - 03.2023
- Manage a team of 2 Team Leaders, Agency and 30+ Collection agents and ensuring that they meet collection targets
- Handled Secured And Un-Secured Loan
- Driving overall performance of the allocated cycle as per the given targets
- Ensuring maximum agents strength on a daily basis
- Plan and manage leaves/breaks in the team to ensure smooth workflow
- Part of the recruitment for hiring collection agents
- Highlighting bad cohorts or any trend in collection due to which collection is impacted
- Should ensure compliance adherence and maintain minimum escalations
- Provide coaching, training, and feedback to agents to improve their performance and meet targets
- Analyze data and metrics to identify trends, track progress, and make informed decisions
- Develop and implement collection strategies to achieve goals and objectives
- Incentive plan/contest creation and incentive calculation
- Monitoring the quality of agents getting recruited and giving the required feedback to the recruitment team from time to time
- Mentor and train TL's as well Agents for their current and upcoming roles.
Team Leader
Navi
Bengaluru
01.2022 - 08.2022
- Responsible for Managing the day-to-day operations of more than 65 + employees, including 5 TL's, Apprentice's and 10 Sr agents
- Ensuring that they reach their collection targets and adhere to the rules and company policies
- Managing both unsecured and secured product collections (PL, HL)
- Manage daily/weekly/monthly allocation of accounts to agents, daily collection reports, and shift planning
- Allocating the assignment to the collection executive through the mail, Uploading the cases to the company collection portal, and regularly monitoring the efforts of the agents by regularly retrieving the calling feedback and attempts
- Developed debt collection strategies and plans and assisted collection executives' team members consistently
- Meeting or exceeding performance expectations for collection efforts for assigned accounts
- Defined and designed strategic interventions to manage bounce rates, inflows, allocations, and prioritization through segmentation
- Evaluated competition best practices for agency allocations of cases
- Tracking the performance, ensuring all daily, weekly, and monthly productivity SLAs are met, and coaching agents on areas that need improvement
- Identifying performance-related issues, developing an improvement action plan, and carrying out corrective action
- Ensure the team is 100% knowledgeable on the process and that all updates are communicated in a systematic way
- Conducting Team Meetings to ensure expedient communication of relevant information and as an open forum for input
- Schedule and organize team activities on regular basis
- Finding potential leaders and coaching them to take up additional responsibilities while also mentoring and training team members for their current and future roles
- Monitoring of the quality of agents recruited; providing the feedback to hiring team when required
- Monitored team performance, providing suggestions for improvement and training programs to boost team efficiency
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities
- Evaluated team performance and provided constructive feedback to improve daily goal achievement
- Monitor collection trends/recommendations to be shared with the upper management
- Assisted with team recruitment, interviewing and onboarding
- Coordinating with both internal and external stakeholders to ensure efficient operations and the collection process
- To find alternate approaches to enhancing collections efficiency
- Identify and collaborate on the process, cost-effectiveness improvement opportunities.
Collection Executive
Navi
Bengaluru
09.2020 - 12.2021
- Calling the customers to remind them of the due date of the installment
- Reminder calls to delinquent customers who failed to make the EMI payment; follow up with the customers till the payment is received
- Explain the consequences to customers of not paying on time, Escalating irregular cases to the supervisor and seeking help in closing them
- Ensure that all details of the calls & update on collections is updated on the system as per the process
- Searching publicly available databases to track down defaulters, including Credit Bureau information, background checks, and loan documents
- Handled X bucket to 90+ DPD
- Work with the team members and the team lead to ensure the team meets the targets month on month
- Actively listened to customers to fully understand requests and address concerns
- Handled customer concerns and escalated major issues to supervisor
- Enhanced working relationships by participating in team-building activities
- Collaborated with team members to achieve target results.
Collections Executive
Home Credit
BANGALORE
04.2019 - 09.2020
Education
B.Com -
Dayananda Sagar Business Academy
01.2017
12th -
Sarvodaya PU College
01.2014
10th -
Maruthi Vidya Kendra
01.2012
Skills
- Management
- Reporting Tools
- Data analysis
- Collection strategy - Portfolio Management
- MS Office (Excel, Word, PowerPoint)
- Project Management
- Vendor Management - External agencies
- MIS Preparation
- KPI management
- Compliance
- Collection Specialist
- Reconciliation
- Cash App
Certification
First Time Manager, Navi, 2022
Accomplishments
- Best Team Leader
Timeline
Team Leader
Rupifi
10.2023 - Current
Team Lead
Zetwerk
07.2023 - 09.2023
Senior Team Leader
Navi
09.2022 - 03.2023
Team Leader
Navi
01.2022 - 08.2022
Collection Executive
Navi
09.2020 - 12.2021
Collections Executive
Home Credit
04.2019 - 09.2020
B.Com -
Dayananda Sagar Business Academy
12th -
Sarvodaya PU College
10th -
Maruthi Vidya Kendra